Job Description
Work Location Options: Hybrid
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. 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.
American Express Global Commercial Services (GCS) is the Global leader in the Commercial Payments Solutions space and subsequently continues to be an exciting and fast-growing segment. To maintain success, accelerating sales and driving profitable charge volume growth are critical for the organization. The Sales Enablement, Pricing and Transformation team within the Commercial Business Enablement organization is instrumental in ensuring achievement of these objectives. Our team’s vision is focused on driving of growth, profitability, and operating efficiency for GCS. SPT’s mission is to power GCS growth through the provision of informed pricing, sales enablement support and process transformation.
How will you make an impact in this role?
The Senior Training Manager is responsible for using data, performance insights, and internal customer feedback to identify training needs across the sales and account development lifecycles. In this role, the Senior Training Manager will own and evolve the training strategy to meet internal customer needs. They will be a thought leader who will deliver an effective training plan and the professional development of Colleagues across all segments of US Small Middle Enterprises (US SME).
Responsibilities:
- Build relationships with leaders and support teams to clearly identify sales skills and business conduct training needs to drive growth targets
- Design and implement the business conduct learning journey for US SME Sales and Account Development teams to drive outstanding performance of both front-line teams (new hires and tenured) and leaders, including innovation of curriculums, training delivery, and reinforcement
- Strategize and align with business partners and key collaborators to maintain and evolve training materials, topics, delivery methods and training calendars
- Establish and effectively document processes that will scale to meet the demands of a growing Sales and Account Development organization
- Partner with our Commercial Effectiveness and Governance team and Business Conduct Teams to source, develop, and customize content based on role and/or the segment needs
- Define what success looks like for your training program by partnering with the Performance & Insights (P&I) and Commercial Effectiveness and Governance (CE&G) team and use business performance metrics to measure outcomes and evolve training over time.
- Develop and present detailed reporting to senior leadership on trends and training effectiveness
- Leverage new and existing resources to conduct reviews and audits to ensure training aligns with regulations and internal policy
Minimum Qualifications:
- Outstanding facilitation skills with the ability to engage small and large audiences, strong written and oral communication skills
- Ability to build an exciting learning experience related to compliance topics
- Ability to identify learning and performance improvement needs, develop measurable objectives, design training plans, and demonstrate return on investment
- Ability to identify patterns, flag discrepancies, and provide recommendations for training corrections
- Outstanding relationship building skills with proven track record to effectively collaborate, partner, influence, and advise senior leaders, internal business partners, external vendors, and customer facing colleagues to uncover insights and build consensus
- Ability to meet deadlines, excel in a sophisticated, fast paced, multi-team environment with constantly evolving business demands
- Previous experience creating processes maps and workflows related to compliance training
- Partner with key business partners (i.e., Commercial Effectiveness and Governance, Performance & Insights, Business Conduct, Product, etc.) to evolve training materials, topics, and delivery methods
- Implement strategy to quantify effectiveness of the learning experience by using business performance metrics to evolve the training plan over time
- Ability to come into the office minimum 3 days a week
- Lead a small team of trainers who support multiple business channels
- Prior experience in managing content through a highly regulated governance and approval process
- Bachelor’s degree or equivalent experience
- Proven experience in adult learning and training development and delivery, including effectively leading and facilitating training programs
- Experience in a highly regulated industry
Preferred Qualifications:
- Master’s degree in Adult Education, Communication, Business Administration, Industrial and Organizational Psychology or equivalent
- People leadership experience
- Training experience in a tele sales or call center environment
- Experience with developing successful programs to accelerate performance
- Experience using creative tactics and programs to drive the adoption of new digital capabilities
Salary Range: $90,000.00 to $165,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones’ physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
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.
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