Team Leader - Travel & Concierge Experiences (French Bilingual)

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

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.

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

People Leadership

• 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

Process Improvement & Change Management

• 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 Qualifications:

• Fluency in English and French (spoken and written) – required

• Minimum 3–5 years of experience in BPO/contact center operations, 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

Preferred Qualifications:

• Experience supporting premium or high-value customer 

• TICO and OPC certification is required. If not currently held, the company will cover the cost of obtaining it.

• Experience leading cross-functional operations and process improvement initiatives

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