Job Description
9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
4th in Great Place to Work's Best Company To Work For 2025
Top GBS Employers for the Philippines (2025) by the Everest Group
American Express’s mission is to be world’s most respected service brand. The Global Service Network (GSN) provides American Express' renowned brand of customer service to their card members in 23 locations around the world, GSN is recognized as a distinguished leader in service for their prized customers. American Express is a multinational financial services corporation best known for receiving 8 consecutive JD Power Awards for service and is world leader in providing charge and lending products to consumers.
Responsibilities
- Oversee all operation teams by providing leadership guidance to Team Leads, ensuring surprise-free operations delivery and thereby achieving and exceeding business targets and goals;
- Evaluate team performance and provide continuous coaching, training and feedback while recognizing accomplishments.
- Build a sense of urgency and excitement within the team to meet business goals and raise the bar by driving continuous improvement
- Ability to manage and drive change whilst continue to inspire and deliver operational performance.
- Establish and exercise the necessary controls to ensure all activities performed are compliant with American Express’ policies and procedures.
- Engage with business and technology partners to understand customer needs, identify opportunities for growth and process improvement to enhance the customer’s relationship with American Express.
- Create and execute on strategies from analyzing data reviewed.
- Work with Talent Acquisition and Business leaders to onboard new Colleagues
- Motivate staff and leaders in the group to deliver at optimal levels and ensure high levels of employee satisfaction and retention in a high growth industry;
- Serve as department conceptual leader for initiatives, which impacts all team leaders & team members;
- Ensure the focus of the Department goals and objectives is consistent with the values of American Express;
- Be responsible for building and maintaining relationships with identified stakeholders; ensure timely execution of plans;
- Network with external linkages to obtain market information and keep abreast of the market trends.
Qualifications
Minimum Qualifications:
- 3-5 years’ management experience leading large teams’ colleagues.
- 2+ years’ experience working in US Consumer teams including Value Generation and Servicing is an asset.
- Communicating effectively to teams to ensure that our vision, Customer First principles and associated policies are understood and effectively applied by our Customer Care Professionals and partners.
- Deliver strong value generation results, by maximizing Offer and Accept Rates based on the True Need of the customers.
- Responsibilities will include driving Revenue while maintaining the strongest RTF (Recommend to a Friend) across the Network
- Demonstrate the ability to lead, develop and influence others along with building strong relationships with internal and external Business Partners.
- Strong analytical, project management, problem solving and negotiation skills.
- Ability to interface directly with customers, as well as communicate to all levels of leadership within the organization and across a variety of audiences.
- Bachelor's Degree or equivalent (Master’s Degree) an advantage
Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.
About Us
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About The Team
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
