Televerification 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

This Televerification Team Leader role is responsible for leading a team of phone agents supporting outbound supplier enablement efforts for AP Automation. The Team Leader oversees day-to-day operations, ensuring agents effectively engage suppliers to confirm card acceptance policies and capture accurate data that supports our payment solutions strategy.

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.

Key Responsibilities

• Lead, coach, and develop Telephone Agents to achieve productivity, quality, and service-level goals.
• Oversee daily operations, including lead progress, call activity, workload prioritization, aging work, and data accuracy.
• Ensure agents follow approved call guides, SOPs, compliance requirements, privacy expectations, and escalation paths.
• Monitor performance metrics, identify trends, and take action to improve enablement outcomes and operational efficiency.
• Conduct quality reviews, coaching, and case/call monitoring to reinforce accurate supplier verification and documentation.
• Support onboarding, training, nesting, and ongoing development for new and existing team members.
• Partner with Program manager, Control Management, and Training stakeholders to resolve issues and drive process improvements.
• Maintain a strong control mindset by supporting audit readiness, evidence retention, and adherence to business conduct expectations.

Required Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of experience in a call center, customer service, sales support, operations, financial services, or related environment.
• Supervisory, team lead, coaching, or people leadership experience.
• Demonstrated ability to lead in a fast-paced, metrics-driven environment.
• Strong communication, coaching, organization, and time management skills.
• Strong attention to detail with focus on accuracy, data integrity, process adherence, and timely documentation.
• Ability to analyze performance results and develop action plans to improve outcomes.
• Proficiency with Microsoft Office, including Word, PowerPoint, Excel, and Outlook.

Preferred Qualifications

• Experience in payments, supplier enablement, B2B operations, merchant services, or financial services.
• Experience managing outbound calling teams or high-volume operational workflows.
• Experience with CRM platforms, call recording tools, quality monitoring, or case management systems.
• Knowledge of American Express merchant acquisition, AP Automation, OneAP, Televerification, or related supplier enablement processes.
• Experience supporting risk, controls, audit, business conduct, compliance, or quality assurance activities.

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.