Team Leader - Operations

Job Description

Team Leader - Operations

#4th in Great Place to Work's Best Company To Work For 2025
#10th in Fortune Magazine's 2025 World's Most Admired Companies
#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
Top GBS Employers for the Philippines (2025) by the Everest Group

At American Express, our culture is built on a 175-year history of innovation, shared and leadership behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role

Premium Customer Experience Team Leaders will lead CCPs who serve as the face and voice of the American Express brand, having the opportunity to make a meaningful difference in the lives of our customers by providing outstanding service to our Best Customers by placing their interest first to exceed expectations.

Responsibilities:

• Deliver tailored, inspirational and effective coaching to CCPs.

• Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions.

• Inspire and motivate team members to have a passion to serve.

• Create an environment in which the employee feels their contribution is valued in extraordinary customer service.

• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.

• Ensure adequate staffing levels to maintain service levels and employee satisfaction.

• Participate in the selection, training and development of high performing and highly engaged team members.

• Lead and maintain employee satisfaction and engagement by using reward and recognition tools available.

• Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment.

• Challenge your team to raise the bar and drive continuous improvement.

• Build talent pipeline by identifying staff with high potential for succession planning and coaching.

• Follow up on requests by leader, peers and direct reports consistently.

• Encourage team members to own first resolution of service issues and provide the necessary coaching.

• Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.

• Analyze metrics and any issues that could affect achievement of service levels immediately.

• Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Sales point rate, Average handling time, Profitability, Schedule adherence, etc.

• Monitor customer servicing calls, and identifying opportunities to ensure flawless servicing

• Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services

• Ensure compliance for all processes and policies

• Analyze skills and abilities to identify individual strengths and opportunities to develop action plans.

• Plan, and prepare for daily coaching activities to develop and motivate individuals

• Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers.

• Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.

• Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges.

• Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care.

• Lead and maintain employee satisfaction and morale by using reward/recognition tools available

• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance

• Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services

• Provide leadership insight on Process improvement initiatives

Minimum Qualifications:

• Previous experience leading and/or coaching customer care professionals required

• Call Center leadership experience with strong banking product and operations knowledge/experience highly preferred

• Excellent coaching and negotiation skills

• Strong people management and leadership skills

• Personal accountability

• Proven interpersonal skills and the ability to communicate at all levels

• Proven ability to drive results and sustained performance in efficiency, compliance, value generation (on product growth) & customer first resolution

• Proficient in Digital Servicing

• Ability to adapt quickly to new systems and processes

• Demonstrated ability to champion and collaborate on customer issues while balancing enterprise strategy

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig

• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

• Work From Home Requirements:

  • Must have at least 25 mbps internet connection plan / speed

  • Must have a private & quiet area to work at home

• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries

• Bonus incentives

• Support for financial-well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• Generous paid parental leave policies (depending on your location)

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

• Free and confidential counseling support through our Healthy Minds program

• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.