Description
You Lead The Way. We've Got Your Back
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact - every colleague has the opportunity to share in the company's success. Together, we'll win as a team,
striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
Global Learning & Knowledge Management (GLKM) provides a full range of dynamic, evolving learning and performance solutions that enrich our colleagues' skills and knowledge, powering customer engagement and driving business results. We are a global team focused on our Company's vision and our Framework for Winning and enabling outstanding customer engagement through the onboarding of our newest Customer Care Professionals/Specialists and supporting on-the-job training (OJT).
How will you make an impact in this role?
Responsible for the leadership and facilitation of end-to-end training programs, providing targeted coaching for Customer Care Apprentices (CCAs)/Specialists and Coaches to achieve defined performance criteria at the end of OJT. Partnering with the business to increase productivity, the customer experience and performance standards.
Responsibilities:
- Transpose a wide variety of material and content into a fully actionable and effective learning program.
- Deliver classroom and blended programs that add value to the learner and the business.
- Be responsible for targeted balanced coaching and on-the-job reinforcement activities to drive speed to proficiency with learner and coaches.
- Manage CCA/Specialist performance in achieving pre-defined performance goals, and apply a systematic approach to improving current performance.
- Identify gaps between existing and required CCA/Specialist performance, analyse the causes and factors that limit performance and implement learning solutions that focus on and deliver results.
- Be responsible for making recommendations on the CCAs' progress in terms of overall performance and job fit.
- Remain abreast of trends and development in adult education, e-learning and technology-supported training.
- Act as a first point of contact for line of business partners - provide weekly performance updates to Line of Business leaders with confidence and credibility.
- Be responsible for leading on-the-job training, provide on the floor support to trainees in an OJT environment as part of new hire process.
- Evaluate success of training implementation by assessing achievement of learning objectives and transfer of knowledge to continuously improve training solutions and identify future learning needs.
- Identify needed revisions to training materials/supporting documentation (i.e. CHC) and communicate these to the Design team.
This role may be subject to additional background verification checks.
Minimum Qualifications:
- Proficient in facilitation and/or coaching.
- Multi-lingual - must be fluent in French and English. Other languages desirable - Spanish.
- GNA process/SME knowledge preferable.
- Familiar with various training delivery methodologies e.g.: Virtual classrooms, e-learning, web-based type learning.
- Highly motivated, with a high level of personal accountability and able to manage multiple priorities with a sense of urgency.
- Ability to drive performance and the focus to make things easy for our customers, recognize and value them, and own and solve their issues.
- Organizational agility - ability to flex and adjust to meet changing business needs.
- Proven leadership abilities in a fast pace and dynamic environment.
- Passionate about customer service.
- Knowledge of adult learning principles and demonstrated mentoring and coaching skills.
- Strong communication skills- will need to speak/present to groups of colleagues, speak interpersonally with individuals and report out to lines of business.
- Strong interpersonal skills and ability to interact at all levels.
- Emotional intelligence - an ability to self-critique and manage day to day with a positive mindset.
- Minimum G3/L3 in the last year end assessment.
- Minimum 12 months in the previous role for Band 25/28s and 18 months in the previous role for Band 30s.
Preferred Qualifications:
- Unique career journey shaped by your talent and curiosity.
- Critical thinking & strong analytical skills, able to translate multiple data points into clear performance trends for coaching discussions.
- Display agility in work style to adapt, change quickly and succeed in a rapidly changing and dynamic environment.
Qualifications
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.
Job: Operations
Primary Location: Spain-Madrid-Madrid
Schedule: Full-time
Req ID: 24022339
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