Manual Payments Team Leader

American Express

. Lead a team of Manual Payment Agents processing invoice-backed virtual card transactions across outbound phone and portal channels .

Posted 11/2/2026full-timeTaguig City • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities to develop team members while ensuring compliance with regulatory requirements and internal controls. Proficient in analyzing performance metrics to drive operational improvements and enhance customer satisfaction.

Highest-signal resume keywords

Team LeadershipPerformance ManagementRegulatory ComplianceMetrics AnalysisCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Invoice ProcessingPayment TransactionsPerformance Metrics AnalysisOperational ImprovementsData Integrity

Soft Skills

Verbal CommunicationWritten CommunicationCoachingOrganizational SkillsAttention to Detail

Tools & Technologies

Microsoft Office SuiteExcelPowerPointWord

Industry Keywords

Customer ServiceSales SupportCall Center OperationsRisk PoliciesAudit Standards

About the role

Key responsibilities & impact

Lead a team of Manual Payment Agents processing invoice-backed virtual card transactions across outbound phone and portal channels
Ensure payments are executed accurately, timely, and in compliance with internal controls and client requirements
Monitor productivity, quality, turnaround times, and customer satisfaction metrics
Implement actions to address performance gaps and drive operational improvements
Coach, develop, and inspire team members to achieve and exceed performance goals
Manage complex payment issues and enhance the end-to-end payment experience
Ensure adherence to regulatory requirements, risk policies, and audit standards
Maintain a strong control environment

Requirements

What you’ll need

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
Employment eligibility to work with American Express in the Philippines is required; visa sponsorship is not available
Successful completion of a background verification check

Benefits

Comp & perks

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
Target driven incentives
Work-from-home arrangement with at least 25 Mbps internet connection and a private, quiet work area