Televerification Team Leader

Job Description

9th in Great Place to Work's Best Workplaces™ in the Philippines 2026

10th in Fortune Magazine's 2026 World's Most Admired Companies

6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026

4th in Great Place to Work's Best Company To Work For 2025

About The Team

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. U.S. Merchant Acquisition and Sales Enablement (MASE) is an organization comprised of professionals dedicated to signing and enabling U.S. merchants for AXP Card acceptance. Merchant Acquisition and Sales Enablement team contributes billions in annual new charge volume to the U.S. merchant business, focused on driving growth in B2B spend by enabling our Global Commercial Services buyers to spend on to the AXP network.

Role Summary

This Televerification Team Leader role is responsible for leading a team of phone agents supporting outbound supplier enablement efforts for AP Automation. The Team Leader oversees day-to-day operations, ensuring agents effectively engage suppliers to confirm card acceptance policies and capture accurate data that supports our payment solutions strategy.

The team leader will be accountable for creating a high-performing, highly engaged team environment while delivering against business goals. Success requires strong coaching capabilities, attention to performance metrics, and the ability to drive consistency in a high-volume, process-driven environment.

Responsibilities

Key Responsibilities

• Lead, coach, and develop Telephone Agents to achieve productivity, quality, and service-level goals.
• Oversee daily operations, including lead progress, call activity, workload prioritization, aging work, and data accuracy.
• Ensure agents follow approved call guides, SOPs, compliance requirements, privacy expectations, and escalation paths.
• Monitor performance metrics, identify trends, and take action to improve enablement outcomes and operational efficiency.
• Conduct quality reviews, coaching, and case/call monitoring to reinforce accurate supplier verification and documentation.
• Support onboarding, training, nesting, and ongoing development for new and existing team members.
• Partner with Program manager, Control Management, and Training stakeholders to resolve issues and drive process improvements.
• Maintain a strong control mindset by supporting audit readiness, evidence retention, and adherence to business conduct expectations.
  
  

Qualifications

Required Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of experience in a call center, customer service, sales support, operations, financial services, or related environment.
• Supervisory, team lead, coaching, or people leadership experience.
• Demonstrated ability to lead in a fast-paced, metrics-driven environment.
• Strong communication, coaching, organization, and time management skills.
• Strong attention to detail with focus on accuracy, data integrity, process adherence, and timely documentation.
• Ability to analyze performance results and develop action plans to improve outcomes.
• Proficiency with Microsoft Office, including Word, PowerPoint, Excel, and Outlook.
  
  

Preferred Qualifications

• Experience in payments, supplier enablement, B2B operations, merchant services, or financial services.
• Experience managing outbound calling teams or high-volume operational workflows.
• Experience with CRM platforms, call recording tools, quality monitoring, or case management systems.
• Knowledge of American Express merchant acquisition, AP Automation, OneAP, Televerification, or related supplier enablement processes.
• Experience supporting risk, controls, audit, business conduct, compliance, or quality assurance activities.
  
  

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
  

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

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our 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.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.