Operations Team Leader

Operations Team Leader - UK CEN

#4th in Great Place to Work's Best Company To Work For 2025

#10th in Fortune Magazine's 2025 World's Most Admired Companies #1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers Top GBS Employers for the Philippines by the Everest Group

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

Our UK CEN Customer Care Team Leaders use their instincts and passion to serve as the face and voice of the American Express brand. This position is primarily responsible for day-to-day management of a group of 12-18 Customer Care Professionals (CCPs). They motivate our CCPs in servicing UK consumer customers to drive engagement and deepen loyalty.

The successful candidate will be part of a team that provides the ability to effectively demonstrate personal accountability in increasing customer satisfaction.

Responsibilities:

• Decision making in critical and day to day situations
• Drive business metrics (e.g., customer satisfaction – NPS/CSAT, value generation, average handling time, absenteeism, schedule adherence, and attrition).
• Monitor customer servicing calls to ensure flawless servicing execution / treatment, implementing call center management / floor management administration.
• Lead and maintain employee satisfaction and morale by using reward / recognition tools available.
• Provide daily coaching to calling executives.
• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
• Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services. Provide leadership insight in Process improvement initiatives
• Ensure compliance for all processes and policies and developing quality and productivity evaluations.
• Drive employee engagement

Minimum Qualifications:

• Demonstrate outstanding organizational skills and attention to detail
• Make enterprise-minded decisions under pressure when handling real-time operations
• Excellent analysis of key performance indicators to advise strategic plans and champion coaching schedules
• Excellent time management and ability to make decisions effectively amidst competing priorities
• Display personal excellence by remaining positive in difficult situations
• Confident leading difficult conversations and taking ownership for customer escalations
• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask
• Outstanding interpersonal, communication, and collaboration skills
• Confidence to work in a hybrid environment
• Previous people leadership experience
• Has experience with RTF / OSAT / Vibes

Preferred Qualifications:

• UK experience preferred but not required

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

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.

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