Trainer

The ICS Learning and Development team caters to training and quality needs of all the business functions for ICS, India. As a Learning Specialist, you would be contributing to the monthly training calendar, designing & developing content and delivering trainings to colleagues. You would also be a frontline enablement champion—ensuring quality standards are met on every customer interaction.

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 our 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.

This role will be part of the ICS-L&D team and the successful candidate will:

• Manage the design, delivery and continuous improvement of training programs as well as ongoing learning opportunities in support of the organization’s needs.

• Partner with key stakeholders to ensure continuous enrichment activities are effectively delivered.

• Design & Deliver engaging soft skills, product, process and systems training workshops for both in person trainings and virtual platforms.

• Deliver Continuous Education Initiatives for tenured employees.

• Collate and Share Training Feedback. Develop reinforcements and evaluate outcomes.

• Have extensive experience in Instruction Design and Training Delivery, 1:1 coaching to improve Communication Skills (Spoken and Written), Selling Skills, Objection Handling and Relationship Building Skills of employees.

• Execute a varied training style to build learner engagement and motivation through adult learning principles.

• Conduct Periodic Knowledge Assessments/Refreshers to keep learnings afresh.

• Maintain and publish training MIS and Dashboard.

• Support frontline agents’ call and email evaluations to ensure high quality standard is maintained in every interaction.

• Graduate with minimum 5 years of Training Experience in Corporate Soft Skills/Sales/VNA domains

• Relevant certifications in Instructional design.

• Experience/relevant degrees showcasing expertise with adult learning principles.

• Hands-on knowledge with Instruction Design programs and methodologies will be preferrable. Minimum Skills Required:

• Excellent Spoken and Written Communication Skills

• Proven track-record of meeting and exceeding goals

• Up to date with Learning Industry Standards to incorporate and deliver engaging classroom learning sessions

• Highly customer focused attitude with sound understanding of the Premium Consumer needs

• High levels of initiative, self-motivation and time management

• Ability to influence and negotiate with customers both internally and externally and at all levels