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.
ResponsibilitiesKey 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.
About UsAt 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 TeamWe 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.
Skills Required
- High school diploma or equivalent
- Associate's or Bachelor's degree
- At least 3 years of experience in customer service, sales support, operations, call center, or a related environment
- Prior team lead, supervisory, or mentoring experience
- Strong verbal and written communication skills
- Ability to provide clear guidance, feedback, and coaching
- Experience coaching and developing team members to improve performance, quality, and productivity
- Ability to analyze performance metrics and reporting to identify trends and drive operational improvements
- Strong organizational and time management skills
- Strong attention to detail, accuracy, data integrity, and process adherence
- Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel
- Ability to work effectively in a structured, team-oriented, 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 and process improvement capability
- Employment eligibility to work in the Philippines without visa sponsorship
- Ability to work a hybrid arrangement in Taguig, including onsite and work-from-home work
- At least a 25 Mbps home internet connection and a private, quiet work area
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Strong & Reliable Incentives — Bonuses are often viewed as strong and materially boost total compensation when combined with benefits. Company-performance bonuses are highlighted as a recurring strength.
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Leave & Time Off Breadth — Paid time off and paid leave are frequently highlighted as strengths within the total rewards package. These policies support work-life balance and contribute meaningfully to overall satisfaction.
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Retirement Support — Retirement benefits are frequently mentioned as a positive component of the package. These offerings add tangible value beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
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