Global Learning & Knowledge Management (GLKM) Team Leader Training

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

This is an exciting opportunity to join the Global Learning and Knowledge Management (GLKM) team, to support Global Learning Delivery. We are seeking an experienced People Leader with a passion for coaching, learning, and development to join the team reporting to the Learning Delivery Manager. 

The role of the Training Team Leader will be to lead a team of rotational Coaches who are dedicated to supporting primarily new hire classes, along with other trainings that require on-the-job training support. The key purpose of the role is to help set up Performance Coaches for success to perform their roles, maximizing their ability to create the very best learning experiences through coaching interactions that drive strong new hire performance and engagement.

Key Responsibilities:

Leadership:

• Establish a coaching team where learners feel safe to try new skills and behaviors, where individual differences are respected, and where confidentiality is supported; personally modeling behavior that is consistent with the goals of the program

• Ongoing development, coaching, and feedback to drive strong performance and engagement for both the Performance Coach and the classroom

• Leading activities to ensure the team stays relevant with the latest developments in the call center

• Observing, monitoring, coaching, and measuring Coach’s performance

• Ability to demonstrate understanding of course content; use appropriate terminology and relevant business examples to help Coaches plan how to apply on-the-job situations.

Capacity & Scheduling:

• Capacity planning/scheduling and forecasting for the Performance Coaches (classroom, OJT and Slack channel)

•  Selection & onboarding of new Coaches on a rotational basis

•  Collaboration & Continuous Development

• Analysis of Coach feedback and targeted development activities to drive continuous improvement

• Supporting and collaborating with the Learning Delivery Managers and Operations Managers to celebrate successes and partner on coaching activities

• Partnering closely with the Learning Delivery Managers and Operations Team Leaders to ensure effective feedback loops and strong support for Coaches

• Identification of continuous improvement opportunities. Partnering closely with other Performance Coach Team Leaders globally to share best practices and drive new innovations

Minimum Qualifications:

• Experience with new hire training and on-the-job training environment

• People leadership experience with proven leadership and consulting abilities, displays agility in work style to adapt, change quickly and succeed in a fast pace and dynamic environment

• Well-developed coaching and performance management skills

• High level of personal accountability, managing multiple priorities with a sense of urgency