Learning Delivery Manager, Global Talent & Engagement
American Express
Taguig City, Philippines, Philippines
2d ago

Learning Deliver Manager Travel and Lifestyle Services

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J.D. Power’s ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.

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Ranked in the Top 10 of Fortune’s 100 Best Companies to Work For® List in the US for the second consecutive year.

Find your place on #TeamAmex.

We are seeking an experienced Learning professional and influential leader to join the team in the role of Learning & Performance Delivery Manager for the Philippines.

Reporting into the Director, Learning Design, Delivery & Recruitment, you will be able to demonstrate strong eye for business and clear thought leadership as a complement to your strong people leadership skills.

This role is pivotal to the successful execution of the Travel and Lifestyle Services (TLS) global learning strategy and the performance of TLS in the Philippines.

TLS in Manila service Card Members in the US, Australia and New Zealand.

The key purpose of the role is to lead, develop and grow the TLS Learning Delivery team in Manila, focusing on continuous improvement to ensure team remains innovative, challenged and motivated, whilst delivering against the learning and performance needs of TLS.

You will lead the Manila TLS Learning Delivery team with a view to ensuring that all learners have the very best learning experience, whilst maintaining a focus on speed to competence and strong business results, enabling Travel Consultant and Team Leaders to provide extraordinary service to our customers.

You will also partner with the TLS Global Learning teams to influence and deploy global initiatives and work closely with internal business leaders to resolve business needs and have sole accountability for delivering against plans.

As an integral member of the TLS Learning Leadership Team, you will need to demonstrate a strongly collaborative approach along with the ability to analyze complex situations and make sound, timely decisions.

ROLE RESPONSIBILITIES :

  • Drive performance of the Philippines Learning Delivery team through effective coaching and feedback
  • Handle business partner relationships and facilitate sharing of Learning metrics and results
  • Collaborate with business partners to understand priorities, assess, recommend, prioritize and implement learning strategies that deliver results
  • Lead learning resource utilization, aligning resources to meet business priorities, using Capacity Management models
  • Bring to bear Voice of the Customer channels and business input to improve strategy and take action to resolve (incorporating into new hire and Continuous Education for tenured consultants)
  • Integrate TLS Global Learning strategy into regional plans
  • Supervise performance in order to continually improve learner speed to competency, productivity curve and business impact
  • Mentor and develop team members into Learning professionals, driving enhanced colleague engagement and performance outcomes
  • Drive innovation & change to improve efficiencies & effectiveness of Learning solutions
  • Partner with TLS Global Design team to develop and enhance learning programs and promote new learning methodologies
  • Build and manage relationships across the different support functions (work force planning, etc).
  • Continually review and assess feedback to adapt and improve learning interventions
  • Collaborate and share the best methodologies, across JAPA, Global Talent Engagement and the wider American Express Learning community
  • Qualifications :

  • Bachelor's degree AN ADVANTAGE
  • At least 4 years of validated experience in a leadership role within the learning delivery space (direct leadership experience, mentoring and managing a team) REQUIRED
  • Ability to act as change agent and proven experience in driving implementation of strategies and solutions to accelerate continued evolution of learning to an extraordinary learning organization
  • Knowledge and comprehension of current trends within L&D - through external research, benchmarking and networking connections
  • Excellent written and verbal communication skills
  • Ability to champion strong working relationships and influence at all levels within the organization (to optimally navigate through a global, matrix environment)
  • Strong analytical skills and understanding of Learning Evaluation
  • Ability to build and use relationships with key business partners to ensure learning strategies are incorporated into business plans and strategies
  • Strong time management, workload prioritization and project management
  • Must be self-motivated and have a strong passion for Learning
  • Highly effective at root cause analysis decision making and problem solving
  • Confirmed experience in the travel or hospitality industry, with knowledge of a GDS reservation / booking system AN ADVANTAGE
  • Call center experience, especially in a voice and / or chat servicing center environment AN ADVANTAGE
  • Certificate in Training Practice; CIPD affiliated or similar, and / or equivalent combination of education and business experience AN ADVANTAGE
  • Bi / Multi-lingual skills AN ADVANTAGE
  • Additional Details :

  • Location : BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig, Philippines 1634 (when Return-to-Office initiatives are in place)
  • Work from Home Requirements : Must have at least 25 mbps internet connection plan / speed Must have a private & quiet area to work at home Must be amenable to work in Taguig once community quarantine measures are lifted
  • Workplace Flexibility : Full Time, Rotating Shift (primarily night shift)
  • American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
  • Work-at-Home is only temporary and as soon as it is safe, you will be asked to report to the office site in Bonifacio Global City.

    Why American Express?

  • Attractive base pay
  • Competitive performance-based bonus
  • Health, dental, vision and life insurance
  • Free HMO coverage from day 1 for the employee and eligible dependents.
  • Retirement Fund
  • Career development including training and career growth
  • Generous maternity / paternity paid leave
  • Private mother’s room
  • On-site gym
  • Fitness studio
  • Fun karaoke room
  • On-site clinic
  • Application Process

    Our recruitment process is 100% VIRTUAL . Once screened and invited by the Talent Acquisition team, expect at least 3-4 video call interviews to happen after.

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

    To know more about our recruitment process, you may watch this short video

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