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.
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. 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
- Fluency in English and French (spoken and written)
- Minimum 3-5 years of experience in BPO/contact center operations
- At least 2 years in a leadership role
- Proven ability to manage team performance and deliver 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 customers
- TICO and OPC certification
- Experience leading cross-functional operations and process improvement initiatives
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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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete 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.
