Expires soon American Express

Learning Specialist

  • Kuala Lumpur, Malaysia
  • Teaching

Job description

Job Description:

Position Summary:

Responsible for conducting end to end training programs, providing targeted coaching for Customer Care Professionals, Account Protection Specialists and Coaches to achieve defined performance criteria at the end of OJT. Partnering with business to increase productivity, the customer experience and performance standards. Principal Accountabilities: What are the major responsibilities of this position?

· Ability to translate a wide variety of material and content into a fully actionable and effective learning program, activity or event
· Deliver classroom and blended programs that add value to the learner and their business area
· Responsible for targeted balanced coaching and on-the-job reinforcement activities to drive results with learner and coaches
· Key accountability for managing Apprentice performance in achieving pre-defined performance goals, apply a systematic approach to improving current performance, identify gaps between existing and required performance, analyze the causes and factors that limit performance and implement learning solutions that focus on and deliver results
· Responsible for making recommendations on Apprentice progress in terms of overall performance and job fit
· Organizational agility – ability to flex and adjust to meet changing business needs (variable shift patterns could incorporate nights/weekends/changing delivery requirements)
· Remain abreast of trends and development in adult education, e-learning and technology supported training
· First point of contact for LOB partners – provide weekly performance updates to Line of Business leaders with confidence and credibility
· Responsible for leading on-the-job training, provide on the floor support to trainees in an OJT environment as part of new hire process
· In conjunction with manager, evaluate training delivery effectiveness on an on-going basis to make recommendations for improvement
· Identify needed revisions to training materials and ECCO and communicate these to design and knowledge management teams.

Desired profile

Qualifications:


Essential skills and experience:

·  Minimum 2 years call centre/Learning experience
·  Adult Education Certification - Or in progress
·  Highly proficient facilitation and Instruction abilities using multiple methodologies
·  Experience of working with remote teams and leadership
·  Highly motivated, self starter with a high level of personal accountability able to manage multiple priorities with a sense of urgency
·  Familiarity with various training delivery methodologies i.e. e-learning and web based type training
·  Ability to prepare comprehensive and engaging documentation, hints & tips, job aids, targeted at different audiences.
·  Very well developed coaching and performance management abilities
·  Above average communication across a variety of channels • Proven leadership abilities in a fast pace and dynamic environment.
·  Developed consulting abilities
·  Strong analytical skills, able to translate multiple data points into clear performance trends for coaching discussions
·  Ability to develop and maintain Relationships
·  Emotional Intelligence - an ability to self critique and manage with positive mindset. Has a Growth Mindset – keen to tackle new challenges and develop themselves and others
·  Curious and future focused, seeks out evolving and innovative ways to add value to the business
·  Bi-lingual skills: Japanese (native) and English required
·  Experience in CFN process will be an advantage


Language: English


This role may be subject to additional background verification checks.

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