American Express

Issues credit cards and runs a payment network

Team Leader

Account ExecutiveConfirmed live in the last 24 hours

Full-timeTaguig, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

A high school diploma or equivalent is required.
Three or more years of experience in customer service, sales support, operations, a call center, or a related environment.
Prior experience in a team lead, supervisory, or mentoring capacity, formally or informally.
Strong verbal and written communication skills to provide clear guidance, feedback, and coaching.
Ability to coach and develop team members to improve performance, quality, and productivity.
Ability to analyze performance metrics and reporting to identify trends and drive operational improvements.
Strong organizational and time-management skills, including prioritizing multiple tasks and meeting 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.
Ability to work effectively in a structured, team-oriented, and performance-driven environment.
Experience with performance management, reporting, and metrics analysis.
An analytical mindset and ability to identify trends and drive process improvements.
Must be eligible to work in the Philippines; American Express will not pursue visa sponsorship.
Must be amenable to a hybrid work arrangement involving onsite and work-from-home days.
Must have an internet connection of at least 25 Mbps and a private, quiet area to work at home.

Responsibilities

Lead and support a team of outbound telephone agents to achieve performance goals.
Coach, develop, and inspire colleagues to achieve and exceed performance goals.
Drive accountability through clear expectations, consistent feedback, and performance-management practices.
Oversee outbound merchant outreach aligned to colleague referrals, driving incremental acquisition and expanding Card acceptance.
Ensure adherence to call guides, compliance requirements, and established processes.
Act as an escalation point for complex merchant situations, demonstrating ownership and a commitment to doing what is right for the customer.
Use data and insights to identify opportunities, remove barriers, and continuously improve team performance and processes.

Desired Qualifications

An associate’s or bachelor’s degree is preferred.

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 TakeAMEX Team Leader role is responsible for leading a team of phone agents supporting inbound acquisition for new merchant prospects across small and unmanaged segments. The team also drives outbound engagement through colleague-referred merchant opportunities to expand Card acceptance.

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.

Qualifications

High school diploma or equivalent required;
Associate’s 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, supervisory, or mentoring capacity (formal or informal)
Strong verbal and written communication skills 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
Ability to work effectively in a structured, team-oriented, and performance-driven environment
Experience with performance management, reporting, and metrics analysis
Strong analytical mindset with the ability to identify trends and drive process improvements

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.

Key Responsibilities

Lead and support a team of outbound Telephone Agents to achieve performance goals
Coach, develop, and inspire a team of colleagues to achieve and exceed performance goals.
Drive accountability through clear expectations, consistent feedback, and performance management practices
Oversee outbound merchant outreach aligned to colleague referrals, driving incremental acquisition and expanding Card acceptance
Ensure adherence to call guides, compliance requirements, and established processes
Act as an escalation point for complex merchant situations, demonstrating ownership and a commitment to doing what’s right for the customer
Use data and insights to identify opportunities, remove barriers, and continuously improve team performance and processes

About the Company

American Express

Issues credit cards and runs a payment network

American Express issues credit and pay-in-full charge cards to consumers and businesses, and unlike most card issuers it also runs the payment network its cards use. Its Travelers Cheque, launched in 1891, made carrying money abroad safer, and in 1959 it became the first major issuer of plastic cards. Cardholders earn points toward flights and hotels plus perks such as airport lounges, while companies use its corporate cards for employee travel and expenses. American Express earns a fee from merchants on each purchase, plus annual fees and interest on balances cardholders carry. Henry Wells and William Fargo, who later started Wells Fargo, co-founded it in 1850 as a freight delivery business; it is based in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1850

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