Team Leader - Operations (Travel and Concierge Experiences)
American Express
A complete application in a minute
Tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
American Express is seeking a dynamic Operations Team Leader to coach Travel Consultants in a hybrid work setting at BGC, Taguig. You will inspire the team, monitor performance, and coach for exceptional service delivery to premium Card Members.
You will lead a group delivering leisure travel services, leveraging Sabre and other booking tools, and collaborating with cross-functional partners to exceed service levels and business goals while developing future leaders.
Qualifications
- Bachelor's degree is advantageous
- 3–4 years of leadership experience REQUIRED
- Experience in travel or hospitality with Sabre/booking system REQUIRED
- Call center experience REQUIRED
- Collaborative mindset and ability to influence others
- Experience driving performance through monitoring and coaching
- Strong commitment to service excellence and customer satisfaction
- Resilience and composure under pressure in a dynamic environment
- Ability to develop and champion a high-performing team
- Experience monitoring, reporting and presenting KPIs to senior management
- Strong MS Excel/Word/PowerPoint skills
- Good time management and prioritization
- Excellent written and verbal communication
Responsibilities
- Inspire your team to achieve goals and provide coaching and feedback
- Evaluate performance and develop individual growth plans
- Collaborate with leaders to share proven practices and boost team performance
- Set and monitor KPIs; create development actions for staff
- Improve customer satisfaction and service efficiency in premium servicing
- Lead team meetings and communicate changes or issues to the team
- Engage with Card Members via outbound calls and chats when needed
- Ensure first-class service delivery remains the priority
- Adapt to voice/chat center dynamics and support the team
- Manage time effectively to support business needs
- Cultivate an engaged team through ongoing career development
Skills
Education
Job description
9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
American Express Travel and Concierge Experiences (TCE) serve American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.
American Express Travel and Concierge Experiences (TCE) serve American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.
Across the globe, TCE has thousands of dedicated colleagues who are passionate about what they do and take pride in delivering exceptional, personalized service to our customers and helping them to unlock unique and memorable experiences from their travels.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. At American Express, we back our colleagues' leadership potential and ability to shape their future. That’s why we invest in your growth and offer everyday learning experiences so you can be and deliver your best– for yourself and your team. No matter what role you have in the company, you can have the space and support you need to learn, grow and lead every day.
Our dynamic Operations Team Leaders create an engaging and hard-working environment to handle, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong influence to encourage and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results.
- Inspire your team to achieve their goals at an individual, team, and organization level; creating an environment for them to be successful
- Evaluate the team’s individual and wholistic performance, and consistently provide knowledgeable and consultative coaching, mentoring, and feedback that is based on your own experiences and expert knowledge of the travel industry; to drive continuous improvement
- Collaborate with leaders across teams to share successfully proven practice and drive overall team performance as well as individual team goals
- Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees
- Improving your team’s performance in the key areas of delivering customer satisfaction and efficiency in the premium servicing environment
- Conduct team meetings; to lead the team through change or to ensure they are made aware of any issues which may affect the way they service our Card Members
- Communicating directly with Card Members through outbound calls and in the event of intensified situations
- Ensure first-class service delivery is the main priority
- Confidently adapting to the dynamic voice and chat contact center environment and supporting your team through operational change
- Handling your time effectively to be available to your team whilst leading the business needs.
- Building an engaged team through regular career and development activity
- Bachelor's degree AN ADVANTAGE
- At least 3-4 years of validated experience in a leadership role (direct leadership experience, mentoring and managing a team) REQUIRED
- Confirmed experience in the travel or hospitality industry, with knowledge of Sabre / booking system REQUIRED
- Call center experience, especially in a voice and/or chat servicing center environment REQUIRED
- Highly collaborative within and across teams with ability to influence others
- Experience of driving individual and team performance through monitoring and coaching on customer delivery
- Demonstrated fascination for service and a high level of customer service experience and commitment is required with the ability to resolve customer issues and concerns, inspiring loyalty to the brand.
- Maintain resilience, composure and remain positive under pressure and changing circumstances at all times
- Ability to develop and champion a team to increase engagement and skills
- Experience of monitoring, reporting and delivering key performance metrics to senior management
- Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
- Good time management and can effectively prioritize team workloads
- Excellent written and verbal communication skills
- 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 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.
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.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
