Manual Payments 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 Team Leader will lead a high-performing team of Manual Payment Agents responsible for executing outbound, invoice-backed virtual card payments for our buyers.

This role is accountable for driving efficiency, accuracy, and service excellence across outbound payment channels—including phone and supplier portals—while fostering a culture of accountability, continuous improvement, and colleague engagement, in a high-volume, process-driven environment.

Key Responsibilities

• Lead a team of Manual Payment Agent focused on processing invoice-backed virtual card transactions across outbound channels (phone and portals).
• Drive operational excellence by ensuring payments are executed accurately, timely, and in compliance with internal controls and client requirements.
• Monitor team performance against key metrics (e.g., productivity, quality, turnaround times, and customer satisfaction) and implement actions to address gaps.
• Coach, develop, and inspire a team of colleagues to achieve and exceed performance goals.
• Effectively manage complex payment issues and enhance the end-to-end payment experience.
• Ensure adherence to regulatory requirements, risk policies, and audit standards, maintaining a strong control environment.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred
• 3+ years of experience in customer service, sales support, operations, call center, or related environment
• Prior experience in a team lead, supervisory, or mentoring capacity (formal or informal)
• Strong verbal and written communication skills with the ability to provide clear guidance, feedback, and coaching
• Proven ability to coach and develop team members to improve performance, quality, and productivity
• Demonstrated ability to analyze performance metrics and reporting to identify trends and drive operational improvements
• Strong organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines in a fast-paced environment
• Strong attention to detail with a focus on accuracy, data integrity, and adherence to established processes
• Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel
• Ability to work effectively in a structured, team-oriented, and performance-driven environment
• Experience supporting sales or business development teams in an operational or back-office capacity
• Experience with performance management, reporting, and metrics analysis
• Strong analytical mindset with the ability to identify trends and drive process improvements

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.