Team Leader - Operations (Travel and Concierge Experiences)

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?

American Express Travel and Concierge Experiences (TCE) serve American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.

Across the globe, TCE has thousands of dedicated colleagues who are passionate about what they do and take pride in delivering exceptional, personalized service to our customers and helping them to unlock unique and memorable experiences from their travels.

Grow as a leader, learn every day.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. At American Express, we back our colleagues' leadership potential and ability to shape their future. That’s why we invest in your growth and offer everyday learning experiences so you can be and deliver your best– for yourself and your team. No matter what role you have in the company, you can have the space and support you need to learn, grow and lead every day.

Know the way forward. Show the way forward.

Our dynamic Operations Team Leaders create an engaging and hard-working environment to handle, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong influence to encourage and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results.

Don’t just inspire followers. Create future leaders.

Responsibilities:

• If there’s a way to give our customers what they want, you’ll find it. And that means knowing how to:

• Inspire your team to achieve their goals at an individual, team, and organization level; creating an environment for them to be successful

• Evaluate the team’s individual and wholistic performance, and consistently provide knowledgeable and consultative coaching, mentoring, and feedback that is based on your own experiences and expert knowledge of the travel industry; to drive continuous improvement

• Collaborate with leaders across teams to share successfully proven practice and drive overall team performance as well as individual team goals

• Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees

• Improving your team’s performance in the key areas of delivering customer satisfaction and efficiency in the premium servicing environment

• Conduct team meetings; to lead the team through change or to ensure they are made aware of any issues which may affect the way they service our Card Members

• Communicating directly with Card Members through outbound calls and in the event of intensified situations

• Ensure first-class service delivery is the main priority

• Confidently adapting to the dynamic voice and chat contact center environment and supporting your team through operational change

• Handling your time effectively to be available to your team whilst leading the business needs.

• Building an engaged team through regular career and development activity.

Minimum Qualifications:

• Bachelor's degree AN ADVANTAGE

• At least 3-4 years of validated experience in a leadership role (direct leadership experience, mentoring and managing a team) REQUIRED

• Confirmed experience in the travel or hospitality industry, with knowledge of Sabre / booking system REQUIRED

• Call center experience, especially in a voice and/or chat servicing center environment REQUIRED

• Highly collaborative within and across teams with ability to influence others

• Experience of driving individual and team performance through monitoring and coaching on customer delivery

• Demonstrated fascination for service and a high level of customer service experience and commitment is required with the ability to resolve customer issues and concerns, inspiring loyalty to the brand.

• Maintain resilience, composure and remain positive under pressure and changing circumstances at all times

• Ability to develop and champion a team to increase engagement and skills

• Experience of monitoring, reporting and delivering key performance metrics to senior management

• Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint

• Good time management and can effectively prioritize team workloads

• Excellent written and verbal communication skills

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.