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, seeking to uphold our what we value 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.
The Global Learning & Knowledge Management (GLKM) team provides a full range of dynamic, evolving learning and performance solutions that enrich our colleagues’ skills and knowledge, powering engagement and driving business results. We are a diverse team responsible for developing complete learning strategies, crafting innovative learning solutions, and delivering experiential learning experiences. We make transformation possible by – attracting our future leaders, crafting and delivering best-in-class learning, engaging and retaining top talent.
The Learning and Performance Specialist (LPS) facilitates a full range of evolving and dynamic learning and performance solutions to our colleagues. The LPS will deliver and consult on learning solutions which include leading New Hire programs, on-the-job integrated coaching, and various continuing education initiatives. We are a global team focused on enabling our colleagues to provide outstanding card member experiences. The LPS partners closely with frontline leadership to support the performance and development of colleagues across the network.
Key Responsibilities
- Responsible for the facilitation of end-to-end learning programs to existing and new travel consultants, which include learner centric new hire, continuing education and capability training on new travel tools, products, and processes
- Provides ongoing targeted performance coaching during training periods to TLS front line travel consultants with focus on enabling learners to achieve defined performance metrics
- Ability to flex facilitation style and methodology based on learner needs
- Provide Operational Leadership during New Hire classes. Including managing performance, payroll and tools commonly used by a Team Leader
- Be a natural collaborator who continuously contributions to the evolution of the team.
- Experienced in performance management: diagnosing performance gaps, creating performance improvement plans and coaching for improvement
- Partners with stakeholders to diagnose performance gaps in order to engage in targeted coaching to increase productivity and revenue, improving the Card Member experience as measured through RTF (Vibes) results and Membership First
- Ability to track, analyze and interpret performance metrics leading to the creation of additional/updated learning solutions addressing business and learner needs
- Participates in operational leadership meetings and other ad-hoc duties as they arise
- Models a Growth Mindset, embracing challenges and new opportunities
- A change agent, one who not only navigates change with ease, but also assists others through the change process
- Ability to develop solutions in ambiguous environments.
- Responsible for leading assigned Coaches on their tasks, provide coaching and developmental activities to support career development of the coaches.
Minimum Qualifications
- Current Travel & Lifestyle Service (TLS) colleague, with travel servicing experience
- In depth travel industry experience
- Minimum 2 years as a classroom or virtual coaching or facilitation
- Experience of working with hybrid/virtual teams and leadership
- Proficient in the application of performance coaching techniques both in the classroom and in production
- People leader experience. Ability to consult, make recommendations and implement ideas quickly. Displays agility in work style to adapt, change quickly and succeed in a fast paced and dynamic environment.
- Exceptional communication skills in both the verbal and written contexts
- Possesses expertise with Webex
- Proficient in Microsoft PowerPoint, Excel and Word
Preferred Qualifications
- A certificate or degree with emphasis on Adult Education