Team Leader and Customer Experience Coach

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?

Our UK CEN Customer Care Team Leaders use their instincts and passion to serve as the face and voice of the American Express brand. This position is primarily responsible for day-to-day management of a group of 12-18 Customer Care Professionals (CCPs). They motivate our CCPs in servicing United Kingdom) consumer customers to drive engagement and deepen loyalty.

The successful candidate will be part of a team that provides the ability to effectively demonstrate personal accountability in increasing customer satisfaction.

• Decision making in critical and day to day situations

• Drive business metrics (e.g., customer satisfaction – NPS/CSAT, value generation, average handling time, absenteeism, schedule adherence, and attrition).Monitor customer servicing calls to ensure flawless servicing execution / treatment, implementing call center management / floor management administration.

• Lead and maintain employee satisfaction and morale by using reward / recognition tools available.

• Provide daily coaching to calling executives.

• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance

• Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services. Provide leadership insight in Process improvement initiatives

• Ensure compliance for all processes and policies and developing quality and productivity evaluations.

• Drive employee engagement

Minimum Qualifications:

• Demonstrate outstanding organizational skills and attention to detail

• Make enterprise-minded decisions under pressure when handling real-time operations

• Excellent analysis of key performance indicators to advise strategic plans and champion coaching schedules

• Excellent time management and ability to make decisions effectively amidst competing priorities

• Display personal excellence by remaining positive in difficult situations

• Confident leading difficult conversations and taking ownership for customer escalations

• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask

• Outstanding interpersonal, communication, and collaboration skills

• Confidence to work in a hybrid environment

• Previous people leadership experience

• Has experience with RTF / OSAT

Preferred Qualifications:

• UK experience preferred but not required
  

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.