Travel & Lifestyle Learning & Performance Specialist

12 hours ago


Kuala Lumpur, Malaysia Amex Full time

**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
- 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
- Expe


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