Travel & Concierge Team Lead — Multichannel Ops

American Express; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Bonus incentives

Healthcare benefits

Hybrid working model

Career development

Job summary

American Express is seeking an Operations Leader in the Philippines to drive travel consultant teams and customer service across multiple channels. You will coach and develop staff, manage performance against KPIs, and coordinate with stakeholders to ensure service excellence in a fast-paced, high-volume environment.

Role involves weekend/overnight shifts and close collaboration with the broader Global Servicing team to deliver consistent, high-quality outcomes for diverse client segments.

Qualifications

• Fluency in English and French (spoken and written) required.
• 3–5 years in BPO/contact center ops, with at least 2 years in a leadership role.
• Educational attainment: College Level.
• Proven ability to manage team performance and deliver against KPIs.
• Experience leading multi-channel servicing teams.
• Strong coaching, performance management, and stakeholder management skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem‑solving capabilities.
• Willingness to work weekend and overnight shifts.

Responsibilities

• Own and deliver team performance against SLAs, productivity, quality, and customer satisfaction targets.
• Oversee and manage case volumes (invoices, refunds, receipts, transfers, tickets, reissues).
• Proactively identify performance gaps and implement corrective actions.
• Ensure seamless day-to-day operations across multiple channels in a multi-queue environment.
• Act as the first point of escalation, owning complex cases.
• Build and maintain stakeholder relationships by resolving issues and preventing recurrence.

Skills

English & French

Leadership

Stakeholder mgmt

Multi-channel ops

Performance KPIs

Education

College Level

TICO & OPC certification

Job description

American Express is seeking an Operations Leader in the Philippines to drive travel consultant teams and customer service across multiple channels. You will coach and develop staff, manage performance against KPIs, and coordinate with stakeholders to ensure service excellence in a fast-paced, high-volume environment.

Role involves weekend/overnight shifts and close collaboration with the broader Global Servicing team to deliver consistent, high-quality outcomes for diverse client segments.