Global Disputes Servicing - DGT Pod Leader

American Express
Philippines
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Coaching","Time management","Communication","Interpersonal skills","Collaboration","Taking responsibility","Staying positive under pressure"]

Lead a pod of approximately 15 Customer Care Professionals (CCPs) in Global Disputes Servicing, coaching and motivating teams through frequent development conversations and mid-year/year-end reviews. Act as a first point of contact for CCP well-being and customer needs, handling difficult conversations and taking ownership of customer-critical issues. Maintain strong time management and communication while adapting to real-time demands and high call volumes in a hybrid environment using the LEAD Coaching framework.

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FursaFursa
American Express
American Express
2 days ago

Global Disputes Servicing - DGT Pod Leader

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Last checked: 11 hours agoStatus: Live

Job Summary

Lead a pod of approximately 15 Customer Care Professionals (CCPs) in Global Disputes Servicing, coaching and motivating teams through frequent development conversations and mid-year/year-end reviews. Act as a first point of contact for CCP well-being and customer needs, handling difficult conversations and taking ownership of customer-critical issues. Maintain strong time management and communication while adapting to real-time demands and high call volumes in a hybrid environment using the LEAD Coaching framework.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Coach and develop a group of approximately 15 CCPs using the LEAD Coaching framework and frequent development conversations.
  • •Motivate and inspire pod colleagues to achieve career targets through inclusive leadership and recognition of performance.
  • •Act as a first point of contact for CCP well-being through check-ins, huddles, and a Peer Coaching culture.
  • •Adapt to real-time demands and periods of high call volume by taking customer-critical issues and/or customer calls.
  • •Provide effective career development conversations and lead the pod through inclusive leadership and goal execution.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityPaid ParentalRetirementAnnual Bonus

Key Requirements

  • •Demonstrate passion for coaching and the ability to engage CCPs to drive performance.
  • •Be observant and attentive in identifying customer service opportunities.
  • •Confidently handle difficult conversations and take responsibility for customer-critical issues.
  • •Use the LEAD Coaching framework and have knowledge of it.
  • •Have 2 years people leadership experience. For internal applicants, meet band/service and must not be under corrective actions.
Skills:CoachingTime managementCommunicationInterpersonal skillsCollaborationTaking responsibilityStaying positive under pressure

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn