TLS ANZ - Fares Team Leader

Fares Team Leader

#4th in Great Place to Work's Best Company To Work For 2025

#10th in Fortune Magazine’s 2025 World’s Most Admired Companies

#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

Top GBS Employers for the Philippines (2025) by the Everest Group

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. As part of Team Amex, you’ll experience this 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.

How will you make an impact in this role?

• The GTLS A/NZ Fares Team Leader is responsible for all operations management and leadership for our Fares & Q Management support team.
  

• To maintain overall accountability to the colleague, customer and business.
  

• To ensure best in class service delivery across teams ensuring employees actively meet and exceed customer and business requirements and service level agreements.
  

• Drive continuous process improvement and efficiencies while addressing any service deficiencies throughout the Centre of Excellence.
  

• To foster a working environment of positive employee engagement focusing on colleague development and people management.
  

• Experience and ability in leveraging and developing relationships with key internal and external stakeholders.
  

• Ability to assess trends and provide insights and conclusions from root cause analysis, manage multiple work streams in parallel and prioritise activities that will drive desired outcomes.
  

• The ability to adjust communication style for differing and diverse audiences.
  

• To build relationships and leverage expertise across teams and departments, to assist in driving business improvement and positive results.
  

• To be accountable and meet all business productivity, profitability and operational cost objectives through effective and superior leadership.
  

• To be a Subject Matter Expert for escalations conducting investigation and research to matters raised relevant to Travel and Lifestyle Services.
  

• Ability to communicate effectively across all lines of business and direct to customers in line with American Express guidelines and policies.
  

• To be the most respected service brand, American Express requires leaders who are passionate about customer and colleague commitment.
  

Minimum Qualifications:

• Experience in managing process improvement within customer and business constraints.
  

• Superior leadership and communicating effectively with all audiences and strong organizational & time management skills.
  

• Strong problem-solving skills, ability to conduct thorough and detailed research to determine root causes and then provide direction on corrective actions.
  

• Superior experience driving quality improvement, customer satisfaction and positive employee engagement to meet customer and business requirements.
  

• Strong coaching skills to build expertise within team and to educate individuals on customer and Amex culture.
  

• An understanding of travel related economics and business opportunities.
  

• Superior experience in applying business knowledge and driving overall productivity and profitability of the team.
  

• Strong relationship-building skills with the ability to leverage expertise across teams and departments to assist in driving business improvement and positive results.
  

• Solid experience in People Leadership (Travel industry experience desirable).
  

Preferred Qualifications:

• Proficient in airline booking system - Sabre GDS
  

• Strong working knowledge of fares and ticketing policies & processes
  

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

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.