Formateur H/F

You Lead the Way. We’ve Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together.

The Corporate customer represent a significant proportion of American Express growth and revenue in an environment that is inherently highly regulated in terms of compliance. Ensuring these customers have great experiences with us is a priority. Reporting to the Manager, Commercial Servicing Network for France, the Trainer & Compliance Specialist role will be a key contributor to the success of our Market including our 3 divisions (PA Servicing, ACT and Unident), who support our Customers through voice, case servicing and emails.

How will you make an impact in this role?

This role will allow the successful candidate to demonstrate strategic thinking and collaboration, and the ability to stretch themselves through interactions with leaders and colleagues at all levels of the organization and play a key role as part of the CMS Europe Leadership Team.

Within CSN France our Team service Corporate Client Program Administrators, supporting internal ICS/GCS Business development teams.

In this role you will ensure understanding our Team needs and designing engaging and effective learning programs in French that sets our teams up for success and gives them the tools to deliver the best customer experience to all of our customers.

Additionally, this position will have a strong focus on compliance. The trainer will be responsible for ensuring that all compliance rules are up to date and fully understood by the teams, thereby safeguarding our Company and our clients.

Responsibilities:

• Designing and maintaining effective training materials in French that ensures best in class learning experiences for colleagues, both new into American Express as well as tenured upskilling.
• Identifying opportunities to enhance and evolve the learning experience (by monitoring the Team) maximising both internal and external research and resources.
• Responsible for extensive translation work (French and English): including project documentation, deck, CHC articles, processes and communications.
• Strong partnership is crucial with internal teams such as CMSI/GLKN, supporting projects implementation on the French market, necessary adaptations, training needs and delivery.
• Strong partnering with Compliance Analyst, MCO in France, RBST testing teams to ensure new requirements are incorporated within training design & depending on the change provide bespoke training to ensure our Team have the knowledge to meet our regulatory standards seamlessly. Play a key role in driving the success of our compliance performance (RBST, PBST).
• Partnering with colleagues/Team Leaders in regular forums to share best practices, stay informed of friction/pain points and where a skill gap is identified, plan to close any gap.
• Evaluate success of training implementation by assessing achievement of learning objectives and transfer of knowledge to continuously improve training solutions and identify future learning needs.

Minimum Qualifications

• Training delivery/facilitation and design experience a distinct advantage.
• Familiar with various training delivery methodologies face to face, virtual classrooms, e-learning, web-based type learning.
• Demonstrated ability to coach individuals and maximise their potential using Customer First Principles.
• Excellent communication skills at all levels, with ability to engage & motivate individuals through effective communication and strong presentation skills.
• Ability to collaborate and interact at all levels of the organization.
• Highly motivated, with a high level of personal accountability able to manage multiple priorities with efficiency.
• Excellent inter-personal and decision-making skills are a prerequisite for the position along with the ability to understand the needs of the customer.
• Organizational agility - ability to flex and adjust to meet changing business needs.
• Demonstrated leadership abilities in a fast pace and dynamic environment.
• Strong interest in compliance topics.
• Passionate about colleague learning and development and customer service.
• Fluent in both French and English.

Preferred Qualifications

• Experience of Corporate Cards, Small Business Servicing including Value Generation is an advantage.
• Excellent knowledge and experience of CSN products and processes – including, Clic, GSP-C, Cicare, Greg, Mercury, Speechminer, EWFM etc.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive basic and variable salaries with the opportunity to share in the company's success.
• Health Insurance*: Company paid medical insurance.
• Free therapy with licensed Healthy Minds counselors for you and your household members, access to virtual counseling, grief and loss support, group drop-in sessions, and mental health training.
• Work onsite, in a hybrid model or fully virtual with Amex Flex, our new working model.
• Free telehealth services available 24/7 with a team of doctors, psychologists, and nutritionists.
• Corporate wellness program focused on promoting good physical and mental well-being.
• Innovative learning experiences that enable you to build new skills, reach your career goals and develop as leaders at all levels.
• Childcare support.

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