Team Leader - Travel & Concierge Experiences
American Express TRS
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Job Description 9th in Great Place to Work's Best Workplaces™ in the Philippines 202610th 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 Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction. Responsibilities Operations Leadership
- Own and deliver team performance against SLAs, productivity, quality, and customer satisfaction targets
- Oversee and manage case volumes (invoices, refunds, receipts, transfers, ticketing, reissues), ensuring accuracy and timely completion
- Proactively identify performance gaps and implement corrective actions to improve results
- Ensure seamless day-to-day operations across multiple channels in a multi-queue environment
- Act as the first point of escalation, owning complex cases
- Build and maintain strong stakeholder relationships by resolving issues and preventing recurrence
- Lead, coach, and develop a team of Travel Consultants through structured 1:1 coaching and performance management
- Drive a high-performance culture, holding team members accountable to service, quality, and behavioral expectations
- Manage attendance, engagement, and retention in partnership with CEG, ensuring a consistent colleague experience
- Support hiring and onboarding to ensure new team members are productive and performance-ready
- Identify capability gaps and execute targeted coaching and development plans
- Lead and implement process and system improvements to enhance efficiency and customer experience
- Drive adoption of new tools, workflows, and business initiatives within the team
- Use performance data and insights to identify root causes and implement sustainable solutions
- Act as a change leader, ensuring team alignment with evolving business strategies and operational priorities
- Minimum 3–5 years of experience in BPO/contact center operations or 3 years experience in travel, with at least 2 years in a leadership role.
- Educational Attainment: College Level
- Proven ability to manage team performance and deliver against operational KPIs
- Experience leading multi-channel servicing teams
- Strong coaching, performance management, and stakeholder management skills
- Excellent communication and interpersonal skills
- Strong analytical, problem-solving, and decision-making capabilities
- Ability to operate in a fast-paced, high-volume, multi-channel environment
- Willingness to work weekend and overnight shifts
- Experience supporting premium or high-value customer
- Preference knowledge of Sabre GDS and travel system
- TICO certification is required, If currently not held, the company will cover the cost of obtaining it.
- Experience leading cross-functional operations and process improvement initiatives
- 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
Vacancy posted 5 days ago
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