Lead Development Team 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

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

Lead Development Team Leader is responsible for leading a team of Lead Development Specialists who validate inbound and self-prospected leads, enrich lead data, and support adherence to sales processes. This role ensures the efficient execution of lead validation, enrichment, and sales support activities by driving team performance against productivity, quality, and service level expectations.

Lead Development Team Leader plays a critical role in delivering operational excellence through effective coaching, quality oversight, workload management, and continuous process improvement. As the primary point of contact for escalations, this role partners closely with Sales, Operations, and cross-functional stakeholders to enhance lead quality, improve workflow efficiency, and enable consistent, high-quality support for field sales teams.

Key Responsibilities

• Lead, coach, and develop a team of Lead Development Specialists to achieve performance, quality, and productivity targets in a fast-paced, SLA-driven environment
• Oversee daily operations to ensure timely and accurate execution of lead validation, enrichment, and sales support activities in accordance with established SOPs and data governance standards
• Manage team capacity, workload distribution, and prioritization to align with business needs and volume fluctuations
• Conduct regular quality reviews, performance evaluations, and coaching sessions to reinforce standards, improve accuracy, and support team development
• Serve as the primary escalation point for complex lead validation issues, process exceptions, and operational challenges, partnering cross-functionally to drive resolution
• Analyze team performance metrics and reporting to identify trends, gaps, and opportunities to improve efficiency, data integrity, and overall outcomes
• Partner with Sales, Control Management, and Training to ensure adherence to rules of engagement and alignment with business priorities
• Drive continuous improvement initiatives by identifying and implementing enhancements to lead validation, enrichment processes, and team workflows
• Support onboarding, training, and ongoing development of team members to build capability and ensure consistent execution of processes
• Ensure timely, high-quality responses to field sales inquiries, maintaining a strong service orientation and supporting sales effectiveness
• Foster a positive, inclusive, and high-performing team culture focused on accountability, collaboration, and continuous learning

Minimum 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

Preferred Qualifications:

• Experience supporting sales or business development teams in an operational or back-office capacity
• Familiarity with lead management, data validation, or sales pipeline support processes
• Experience with performance management, reporting, and metrics analysis
• Experience working with internal GMNS platforms such as MS3, Merchant Force, MIRA, SMART, and C360
• Strong analytical mindset with the ability to identify trends and drive process improvements
• Advanced English skills

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.