TLS India Training Manager

Job description

This position is responsible for driving learning and development of New Hire talent, On-the-Job Learning as well conducting refreshers for tenured audience from both travel and lifestyle teams for the American Express Travel and Lifestyle Services.

We are committed to focus on strengthening technical process & procedure, product & benefit knowledge parallel with soft skills & emotional connection resulting in compliant and revenue generating delivery of servicing VOCM Excellence.

As a role-model and expert on product and processes, you will partner with multiple local and global stakeholders to deliver the best in class training suite for TLS India.

To be successful in this position you will have:

• Strong customer experience background with exceptional motivational, coaching and leadership skills to embed Extraordinary Care in every coaching and feedback interaction

• Desire to achieve strong results coupled with the ability to inspire your team to drive revenue, productivity and world class customer service

• Proven ability to lead and develop a team to perform to demanding targets and goals in the premium servicing TLS environment

• A passion about delivering customer engagement at every opportunity and will have a strong understanding of how to lead a team to build customer loyalty in all of their interactions

• Strong communication and relationship building skills which is essential within the team, and also for maintaining relations with the business, L+D and our key partners and suppliers

• Effective time management, prioritization, problem solving skills and be adaptable to changing priorities in order to meet the needs of your team in addition to responding to other business requirements

• Proactive, entrepreneurial spirit with ability to work and drive results independently as well as within a team environment.
This role may be subject to additional background verification checks.

Desired profile

Responsibilities and expectations (inclusive but not limited to):

• Deliver the full L&D spectrum starting from training need analysis, task analysis, dynamic curriculum development where required using the ADDIE model, delivery and measurement training effectiveness.

• Facilitate change management by introducing new learning programs to keep employees motivated, increasing customer engagement and improving bottom line.

• Deliver Travel Trainings and Product Refreshers across teams.

• Promote Extra-ordinary Care Model and culture

• Drive BST Compliance parameters in team

• Deliver comprehensive NH Trainings with up-to-date training content.

• Deliver Revenue Generating training modules to empower consultants to meet their targets.

• Support the TLS Quality Team to ensure proactive quality measures in place

• Collaborate closely with team leaders and the market head to identify trends in customer feedback and agent performance to determine future training needs.

• Evaluate team members on their service performance and provide actionable feedback
Language: English