Training And Knowledge Management Analyst

American Express Company; Taguig; Híbrido; PHP 450.000 - 850.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Competitive base salary

Bonus incentives

Medical, dental, vision benefits

Descripción de la vacante

American Express is seeking a Training & Knowledge Management Analyst in the Philippines to support onboarding and ongoing learning for the U.S. Merchant Acquisition & Sales Enablement team.

You’ll deliver training, maintain resources, and analyze results to drive improvements. The role requires collaborating with leaders and SMEs, updating guidance, and tracking proficiency to ensure high-quality merchant conversations.

Formación

• Experience in training delivery and learning development.
• Knowledge of adult learning principles and creating exercises.
• Ability to analyze data and feedback to identify learning needs.
• Strong facilitation, writing, and editing skills for diverse learners.

Responsabilidades

• Deliver new-hire onboarding and ongoing training on merchant acquisition and processes.
• Create and update training guides, practice exercises, and knowledge checks.
• Coordinate training schedules with frontline leaders and SMEs, ensuring readiness.
• Analyze quality trends and feedback to identify gaps and improvements.
• Maintain procedures, FAQs, and talking points; track training completion.

Conocimientos

Training delivery

Facilitation

Adult learning

Data analysis

MS Office

Confidentiality

Educación

Learning/Instructional design education

Herramientas

Learning platforms

CRM

Digital authoring tools

Descripción del empleo

Job Description:

9th in Great Place to Work’s Best Workplaces in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Works Best Company To Work For 2025

About the Team

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. U.S. Merchant Acquisition and Sales Enablement (MASE) is an organization comprised of professionals dedicated to signing and enabling U.S. merchants for AXP Card acceptance. Merchant Acquisition and Sales Enablement team contributes billions in annual new charge volume to the U.S. merchant business, focused on driving growth in B2B spend by enabling our Global Commercial Services buyers to spend on to the AXP network.

Role Summary

The Training & Knowledge Management Analyst supports new-hire onboarding and ongoing learning for tenured colleagues in U.S. Merchant Acquisition and Sales Enablement (MASE). This individual contributor delivers training, maintains learning and knowledge resources, and analyzes results within established learning plans and approved processes. Working with leaders and subject matter experts, the analyst recommends practical improvements that help colleagues strengthen merchant conversations and build proficiency.

Responsibilities

Key Responsibilities

• Deliver new-hire training on merchant acquisition, products, outreach, qualification, applications, systems, and documentation.
• Facilitate refresher training on merchant conversations, objection handling, process accuracy, and acquisition tools.
• Create and update training guides, job aids, practice exercises, and knowledge checks for different learning needs.
• Coordinate training schedules, guided practice, and readiness checks with frontline leaders and subject matter experts.
• Update training and guidance for approved product, policy, process, and system changes, including privacy requirements.
• Analyze quality trends, operational data, and feedback to identify learning gaps and recommend targeted reinforcement.
• Maintain searchable procedures, frequently asked questions, approved talking points, and troubleshooting resources; communicate updates.
• Coordinate content reviews with designated owners, track required approvals, maintain version records, and retire outdated materials.
• Track training completion, assessment results, and readiness milestones to support leaders’ review of proficiency and quality.
• Monitor knowledge-resource usage and accuracy; report training results, content gaps, and improvement recommendations.

Qualifications

Required Qualifications

• Experience in training delivery, learning development, knowledge management, sales enablement, or related operations.
• Strong facilitation, writing, and editing skills for virtual and in-person learning and clear, practical guidance.
• Knowledge of adult learning principles and experience creating exercises, assessments, and job aids.
• Ability to coordinate priorities and deadlines, partner with subject matter experts, and validate content.
• Ability to analyze data and feedback to identify learning needs and assess training effectiveness.
• Proficiency with presentation, document, spreadsheet, and collaboration tools; ability to learn training and knowledge platforms.
• Sound judgment in protecting confidential information and following approved policies and procedures.

Preferred Qualifications

• Experience in merchant acquisition, payments, business-to-business sales, or contact centers; familiarity with prospecting, qualification, applications, and onboarding handoffs.
• Experience with learning, knowledge, customer relationship management, or digital authoring tools, and content approval workflows in a regulated environment.
• Relevant education or certification in learning, instructional design, communications, or business, or equivalent practical experience.

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
  

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation,shared valuesand 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.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

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