You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

This is an opportunity to join the Travel & Lifestyle Services (TLS) organization in the Global Talent & Engagement team (GTE), a central team partnering across all of TLS to enable the business to run smoothly and efficiently.

The Global Talent & Engagement team consists of three functional areas:

• Frontline Enablement: Recruitment, L&D and communication for the premium contact center
• Frontline Optimization: Consultant productivity and performance
• Business Enablement: Travel operations support for ops and analytics for Travel & Lifestyle Services

This Learning and Performance Specialist (LPS) role sits within the Frontline Enablement Team and reports to the Manager of Learning Delivery (APAC).

The LPS facilitates a full range of evolving and dynamic learning and performance solutions to our Travel Counselors. Deliver and consult on learning solutions which include leading New Hire programs, on-the-floor integrated coaching and various continuing education initiatives. We are a global team focused on enabling our counselors to provide outstanding “WOW” Card Member experiences. The LPS partners closely with frontline leadership to support the performance and development of travel counselors across the network. This could include interventions in the classroom, on-the-job and production floor coaching.

Responsibilities – Key Deliverables

• Responsible for the facilitation of end-to-end training/learning programs to existing and new travel, lifestyle, and online counselors
• Provides ongoing targeted performance coaching during and post training periods to TLS front line Travel Counselors with focus on enabling learners to achieve defined performance metrics
• Key accountability for managing New Hire performance to achieve pre-defined performance goals by: applying a systematic approach to improve current performance; partnering with the business to identify and diagnose performance gaps in order to engage in targeted coaching to increase productivity and revenue, improving the customer experience as measured through RTF results; and analysing the causes and factors that limit performance and implement learning solutions that focus on and deliver results
• Remain abreast of trends and development in adult education, e-learning and technology supported training
• Provide weekly performance updates to Line of Business leaders with confidence and credibility
• In conjunction with immediate leader, evaluate training delivery effectiveness on an on-going basis to make recommendations for improvement
• Analyse business reports to proactively identify performance improvement opportunities in the market
• Consulting with Operations and Learning Leaders on learning strategies and solutions to drive performance and achievement of business goals
• Partnering with Operational Leaders to identify learning opportunities and provide solutions and serve as an integrated business partner. Participate in hub /regional operational leadership meetings and other ad-hoc duties as they arise
• Collaborate with learning & development colleagues to strengthen our offerings and support achievement of common goal across the global team
• Track impact of learning activities on key operational metrics and measure learner satisfaction
• Elevates performance standards of both newly hired and tenured employees.
• Models a Growth Mindset, embracing challenges and new opportunities
• The LPS is also responsible for the facilitation of continuing education training on new Travel tools, products and processes

Qualifications:

• 5+ years as a classroom and/or virtual facilitator – this can include classroom/virtual training, coaching, mentoring, and leading on-the-job activities.
• 2+ years in the travel or a premium customer service industry
• 5+ years’ experience in a customer-facing or sales servicing role.
• Experience in facilitating travel technical training is preferred (GDS, Airline Booking System, etc)
• A college degree and/or certificate relating to Adult Education
• Experience of working with remote teams and leadership
• Experience in facilitating a learner-centric classroom - ability to prepare comprehensive and engaging documentation, hints & tips, job aids, targeted at different audiences
• Has highly proficient facilitation and Instruction abilities using multiple methodologies. Ability to flex facilitation style and methodology based on learner needs
• Proficient in the application of performance coaching techniques both in the classroom and on the production floor.
• Experienced in performance management: diagnosing performance gaps, creating performance improvement plans and coaching for improvement
• Ability to establish, foster and maintain ongoing relationships with operational leadership which result in effective partnerships
• A change agent, one who not only navigates change with ease, but also assists others through the change process
• Ability to track, analyse and interpret training performance metrics leading to the creation of additional/updated learning solutions which address performance gaps and learner needs
• Ability to develop solutions in ambiguous environments
• Is a highly motivated, self-starter with a high level of personal accountability able to manage multiple priorities with a sense of urgency
• Has proven leadership abilities in a fast paced and dynamic environment
• Exceptional communication skills in both the verbal and written contexts
• An effective communicator in English
• Possesses expertise with webinar learning technology such as Adobe Connect, WebEx, or Live Meeting
• Proficient in Microsoft PowerPoint and Word

What makes people successful in this role?
The most successful people in our team combine their professional excellence with flexibility, adaptability and willingness to do things differently. And obviously a love of learning is mandatory! We are particularly interested in talking to people who demonstrate:

• A Growth Mindset – the ability to drive new thinking, embrace challenges, continuously improve and build partnerships.
• Personal change management – we work in a very fast-changing business and plans often change without much notice. The ability to work with these changes and bounce back is essential.
• Optimism and a ‘can do’ attitude – we want to work with fun and confident people who infect others with their positivity!
• Fantastic communication skills – your job involves talking to people every day, so the ability to communicate effectively is essential.
• Being a team player – celebrating success of others and learning from their experiences.

Work at Home Requirements:

• Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services.
• A secure home office, located at your confirmed address of residence, free from background noise or other distractions

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Additional Details:

• Location: Menara Prestige, Jalan Pinang, Kuala Lumpur.
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.
• At American Express’ discretion this position may be work from home and adjusted back to “in office” at any time.

Why American Express?

There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.