Global Disputes Servicing - DGT Pod Leader

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

How will you make an impact in this role?

Creating a sense of community in your Pod through check-ins, huddles and enabling a Peer Coaching culture. As well as acting as first point of contact for well-being, you’ll show your backing for your CCPs through effective career development conversations.

• Adapt to real-time demands and periods of high call volume by taking live customer critical issues and/or customer calls

• Demonstrate outstanding and approachable leadership to a group of approximately 15x CCPs as their designated pod leader

• Motivate and inspire CCP colleagues in your pod to achieve their career targets through frequent and meaningful development conversations, including the mid-year and year-end review process

• Lead your pod through your inclusive leadership, and by rewarding and recognizing performance and effort.

Minimum Qualifications:

• Demonstrate passion and enthusiasm for coaching, with a proven ability to engage CCPs and drive performance

• Observant and attentive in identifying and determining customer service opportunities
  Excellent time management and ability to take an agile approach amidst multiple priorities in a fast-paced and dynamic environment

• Confident handling difficult conversations and taking responsibility for customer critical issues

• Display personal excellence by remaining positive in difficult situations

• Superior interpersonal, communication, and collaboration skills

• Confidence to work in a hybrid environment

• Knowledge of the LEAD Coaching framework

• 2 years people leadership experience
  

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.