Manual Payments Team Lead - Hybrid & Growth-Focused

American Express Company; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Support for financial-well-being and退休

Comprehensive medical, dental, vision,

Job summary

The American Express Philippines team seeks a Team Leader to guide a high-performing group of Manual Payment Agents handling invoice-backed virtual card payments for buyers. You will drive accuracy, efficiency, and service excellence across outbound channels while fostering accountability and continuous improvement in a fast-paced, process-driven environment.

You will coach, develop and motivate teammates to meet performance goals, ensure compliance with internal controls and client

Qualifications

• High school diploma or equivalent; associate or bachelor's degree preferred.
• 3+ years of experience in customer service, sales support, operations, call center, or related environment.
• Prior experience in a team lead or supervisory capacity (formal or informal).
• Strong verbal and written communication with the ability to provide clear guidance, feedback, and coaching.
• Proven ability to coach and develop team members to improve performance, quality, and productivity.
• Demonstrated ability to analyze performance metrics and reporting to identify trends and drive operational improvements.
• Strong organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Strong attention to detail with a focus on accuracy, data integrity, and adherence to established processes.
• Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel.

Responsibilities

• Lead a team of Manual Payment Agents processing invoice-backed virtual card transactions across outbound channels.
• Ensure payments are executed accurately, timely, and in compliance with internal controls and client requirements.
• Monitor team performance against metrics and implement actions to address gaps.
• Coach, develop, and inspire a team of colleagues to achieve and exceed performance goals.
• Effectively manage complex payment issues and enhance the end-to-end payment experience.
• Ensure adherence to regulatory requirements, risk policies, and audit standards, maintaining a strong control environment.

Skills

Communication skills

Team leadership

Performance analytics

Time management

Attention to detail

Organizational skills

MS Office

Education

High school diploma

Associate/Bachelor's degree preferred

Tools

Microsoft Office

Job description

The American Express Philippines team seeks a Team Leader to guide a high-performing group of Manual Payment Agents handling invoice-backed virtual card payments for buyers. You will drive accuracy, efficiency, and service excellence across outbound channels while fostering accountability and continuous improvement in a fast-paced, process-driven environment.

You will coach, develop and motivate teammates to meet performance goals, ensure compliance with internal controls and client