Team Leader - Travel & Concierge Experiences (French Bilingual)

American Express
Manila
Workplace: HybridFull timeFunction: Hospitality & Food ServiceExperience: 3-5 yearsSkills: ["Coaching","Performance management","Stakeholder management","Communication","Analytical problem-solving","Decision-making","Team leadership","Accountability"]

Lead a team of Travel Consultants providing multi-channel travel and concierge support, owning SLAs, productivity, quality, and customer satisfaction. Oversee case volumes (invoices, refunds, receipts, transfers, ticketing, and reissues), serve as first escalation point for complex cases, and drive corrective actions when performance gaps appear. Coach and develop the team through 1:1 performance management, and implement process/system improvements to enhance efficiency and customer experience.

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FursaFursa
American Express
American Express
3 months ago

Team Leader - Travel & Concierge Experiences (French Bilingual)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead a team of Travel Consultants providing multi-channel travel and concierge support, owning SLAs, productivity, quality, and customer satisfaction. Oversee case volumes (invoices, refunds, receipts, transfers, ticketing, and reissues), serve as first escalation point for complex cases, and drive corrective actions when performance gaps appear. Coach and develop the team through 1:1 performance management, and implement process/system improvements to enhance efficiency and customer experience.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Hospitality & Food Service
Seniority: Manager level

Key Responsibilities

  • •Own and deliver team performance against SLAs, productivity, quality, and customer satisfaction targets.
  • •Oversee and manage case volumes (invoices, refunds, receipts, transfers, ticketing, reissues) with accuracy and timeliness.
  • •Identify performance gaps and implement corrective actions to improve results.
  • •Ensure seamless day-to-day operations across multiple channels in a multi-queue environment and own complex-case escalation.
  • •Lead, coach, and develop Travel Consultants through 1:1 coaching and performance management; support hiring and onboarding.

Pay and Benefits

Perks:Annual BonusHealth InsuranceDentalVisionLife InsuranceDisability BenefitsParental LeaveCounseling SupportRetirement Support

Key Requirements

  • •Fluency in English and French (spoken and written).
  • •3–5 years of experience in BPO/contact center operations, with at least 2 years in a leadership role.
  • •Proven ability to manage team performance and deliver against operational KPIs.
  • •Experience leading multi-channel servicing teams.
  • •Ability to operate in a fast-paced, high-volume environment and willingness to work weekend and overnight shifts.
Experience:3-5 yearsBPOContact center operations
Skills:CoachingPerformance managementStakeholder managementCommunicationAnalytical problem-solvingDecision-makingTeam leadershipAccountability
Certifications:TICOOPC
Languages:EnglishFrench

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