American Express

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Global Talent Assessment Project

 

Background

American Express requested Zircon's support to identify the high potential competencies

 

Challenge

To create a set of assessment tools for the recruitment of international Gold, Platinum and Centurion Card customer services consultants across 17 Countries.

 

Solution

We identified the competencies as well as the critical behaviours for success and designed a series of customer facing role play exercises. These exercises are being used globally to select, develop and retain the best customer services talent possible. We also trained all of the Band 30 Managers in the skills of assessment, competency interviewing, Level A test administration and giving feedback. The training was conducted in the main Amex offices including UK, Germany, Italy, France, Singapore, Australia and Japan.

 

Result

The ROI of the project was a 45% reduction in turnover and a 37% increase in sales over a 3 year period.

 

Feedback

“Dr Amanda Potter literally changed the way I looked at the recruiting and hiring process for travel and concierge executives at American Express. Through her personal leadership and coaching and the excellent and valuable support from her Team at Zircon, I could develop customized assessment centres and training modules leveraging the emotional intelligence approach. I warmly recommend any business executive in search of a professional, reliable and knowledgeable partner to work with Amanda Potter and Zircon.” Daniella Cerboni, VP/GM Membership Travel Services International at American Express

“Zircon’s ingenuity, flexibility and interest enabled us to make something quite unusual happen. It has been absolutely inspiring to work with you and we hope for more opportunities to work together in the future. It is rare to find people who can play with ideas like Beckham with a football, and you are definitely one of them.” Gerlinde Christian, Talent Development EMEA

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