Vg Coach

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

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Join Team Amex and let's lead the way together.

If you are seeking an opportunity to develop and want to expand your knowledge around Value Generation (VG) and Global Business Integration (GBI), this is a great opportunity for you This dynamic and exciting position is responsible for supporting the Customer First Value Generation Team’s mission to drive both overall VG, in tandem with OSAT/RTF/RCR/CHT performance, executing on strategic priorities to elevate awareness and engagement among the CCP and Team Leader populations and deliver optimal Value Generation solutions in support of these objectives. The role is also responsible for the implementation of business-driven change on behalf of the Customer Engagement Network (CEN) and ensuring operational alignment and readiness for product, benefit, regulatory, capability and processes changes, as well as supporting with card member communications and defect elimination.

Key areas of focus Value Generation will include coaching to Value Generation and Compliance behaviors (both tenured and new hires), call calibrations and feedback, VG engagement events, group chats, leading & supporting Product Awareness trainings, facilitating huddles, Call Flow alignment, Marketing Events, Customer Friction Point forums, partnering with GLKM new hire classes, etc. Value Generation Analysts and Coaches will also support Team Leaders in their development around Value Generation and Compliance. As a critical member of the Value Generation team, you will assist the team in analyzing data, developing action plans, and creating reports to drive Value Generation together with CEN’s core metrics, including OSAT, RTF, RCR and CHT. The Value Generation Coach will also support the phones as needed and will be expected to consistently demonstrate role-model behaviors as it relates to all metrics. This role will also be expected to deliver against the change integration portfolio for the market you support, in partnership with our business partners. Essentially, if there is an end Consumer Card Member impact and/or impact on servicing procedures/tools used by our Customer Care Professionals (CCPs), our team ensures that we understand, process and implement the change with mínimal servicing disruptions. To ensure readiness for change, Global Business Integration (GBI) oversees customer journeys (on and offline) and develops servicing strategies to support new initiatives. We are then responsible for implementation across Customer Engagement Network (CEN), which includes ensuring capacity for new volume into the network, supporting the development of new capabilities and tools to service customers and delivering well-rounded and compelling change adoption to support awareness, knowledge, and engagement.

**How will you make an impact in this role?**

**VG Coach & BA - Hong Kong**

**Core responsibilities **outlined below include (but not limited to):

- Creation and Delivery of VG content in team huddles/ meetings, workshops, compliance overviews, and call calibrations
- Identify and raise awareness around behavioral trends or other factors impacting performance on the floor.
- Calibration sessions with small groups of targeted CCPs and Team Leaders
- Listen to calls of targeted/assigned CCPs to gather insights on coaching opportunities and prepare examples for discussion and for compliance insights and to identify trends.
- One to one session with targeted CCPs (pre-scheduled & in the moment)
- Support creation and execution of Engagement activities, including participating in Slack channels for assigned teams to run engagement activities and provide real time support, updates & issue management.
- Collaborate with Business (ICS) and CEN on new and creative ways to uplift VG performance by improving processes, activities, communication, etc.
- Partnering with Global Services Group (GSG) partners, Compliance, Product, Marketing, Operational Excellence and Capabilities teams to effectively lead through the full cycle of a diverse project po