Team Leader And Customer Experience Coach

American Express; Taguig; Híbrido; PHP 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base salary

Bonus incentives

Financial well-being

Medical & dental coverage

Flexible hybrid work

Parental leave

Wellness centers

Counseling services

Career development

Descripción de la vacante

American Express Philippines seeks a Team Leader for UK CEN Customer Care to supervise 12–18 CCPs and drive engagement, delivering high-quality service for UK consumer customers in a hybrid setup at BGC.

This role emphasizes leadership, coaching, process improvement, and adherence to policies, offering a rewarding environment with competitive salaries and benefits.

Formación

• Demonstrate outstanding organizational skills and attention to detail.
• Make enterprise-minded decisions under pressure in real-time operations.
• Analyze KPIs to advise strategic plans and coaching schedules.
• Strong time management amid competing priorities.
• Excellent interpersonal and collaboration skills.
• Confident handling escalations and difficult conversations.
• Ability to work in a fast-paced, dynamic, multitasking environment.
• Hybrid work readiness.
• Previous people leadership experience.
• Experience with RTF / OSAT.

Responsabilidades

• Oversee day-to-day management of 12–18 CCPs.
• Drive customer satisfaction and loyalty metrics.
• Coach and develop called executives daily.
• Lead performance management to maximize output.
• Identify service gaps and implement improvements.
• Ensure policy compliance and quality evaluations.

Conocimientos

People leadership

Customer service

Analytical skills

Time management

Communication

Change adaptation

Descripción del empleo

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 Works Best Company To Work For 2025
How will you make an impact in this role?

Our UK CEN Customer Care Team Leaders use their instincts and passion to serve as the face and voice of the American Express brand. This position is primarily responsible for day-to-day management of a group of 12-18 Customer Care Professionals (CCPs). They motivate our CCPs in servicing United Kingdom) consumer customers to drive engagement and deepen loyalty.

Responsibilities

The successful candidate will be part of a team that provides the ability to effectively demonstrate personal accountability in increasing customer satisfaction.

• Decision making in critical and day to day situations

• Drive business metrics (e.g., customer satisfaction – NPS/CSAT, value generation, average handling time, absenteeism, schedule adherence, and attrition). Monitor customer servicing calls to ensure flawless servicing execution / treatment, implementing call center management / floor management administration.

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

• Provide daily coaching to calling executives.

• 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 in Process improvement initiatives

• Ensure compliance for all processes and policies and developing quality and productivity evaluations.

• Drive employee engagement

Qualifications

Minimum Qualifications:

• Demonstrate outstanding organizational skills and attention to detail

• Make enterprise-minded decisions under pressure when handling real-time operations

• Excellent analysis of key performance indicators to advise strategic plans and champion coaching schedules

• Excellent time management and ability to make decisions effectively amidst competing priorities

• Display personal excellence by remaining positive in difficult situations

• Confident leading difficult conversations and taking ownership for customer escalations

• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask

• Outstanding interpersonal, communication, and collaboration skills

• Confidence to work in a hybrid environment

• Previous people leadership experience

• Has experience with RTF / OSAT

Preferred Qualifications:

• UK experience preferred but not required

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.

At American Express, our culture is built on a 175-year history of innovation,shared valuesand 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.

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.