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.
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•Coordinate content reviews with designated owners, track required approvals, maintain version records, and retire outdated materials.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.
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
•Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.
