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Added 16 mins ago
Advisor, New Technology Introduction Program
CANADIAN AIR TRANSPORT SECURITY AUTHORITY
Ottawa, ON
The Canadian Air Transport Security Authority (CATSA) has 1 (one) exciting fixed-term opportunity up to October 30, 2027 within the Technology branch at the CATSA Test Facility.
Added 1 hour ago
PG
Human Resources Team Lead
PCV Group inc - Personnel Chez Vous Recruitment Services
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
You're the senior HR advisor to ownership and to every leader in the business. You coach. You build. You fix what needs fixing.
Added 5 hours ago
Specialist Product Ownership - BI Solution (12-months contract)
Nestle Operational Services Worldwide SA
Toronto, ON · North York, ON
Serve as the BI Solution Owner and trusted advisor, helping stakeholders unlock business value through data, analytics, automation, and AI-driven solutions.
Added 5 hours ago
K
Associate Director - Cloud Technology Advisor
Kyndryl
Calgary, AB · BC
- Full-time
Act as a trusted advisor to CIO, CTO, COO, CFO, and line-of-business executives.
Added 7 hours ago
K
Cloud Consultant
Kyndryl
Toronto, ON · Ottawa, ON · Montreal, QC · Calgary, AB
- Full-time
…business outcomes. The successful candidate will act as a trusted advisor and architecture leader, shaping cloud transformation roadmaps while guiding execution across multi-disciplinary…
Added 7 hours ago
SAP Client Delivery Manager
NTT DATA Services
Toronto, ON
…Application Managed Services like Managed Data, Testing and…
Added 7 hours ago
SENIOR ENTERPRISE TECHNOLOGY PROCUREMENT & CONTRACT SPECIALIST
City of Toronto
Toronto, ON
…Technology Services Division (TSD), acting as both a strategic advisor and an escalation point for procurement…
Added 10 hours ago
A
Performance Coach, Client Care Learning & Development
ATB
Calgary, AB
- Full-time
…potential and their initial performance. You serve as a strategic advisor, acting as a coach and facilitator. This role combines meaningful learning experiences with advanced facilitation…
Added 11 hours ago
GO
Program Advisor (Bilingual and Non-Bilingual)
Government of Manitoba
Winnipeg, MB
- Full-time
Manitoba Advanced Education and Training is seeking highly motivated individuals to fill one regular bilingual Program Advisor position and one term non-bilingual Program Advisor position.
Added 12 hours ago
PE
HSE Administrator
Phasor Engineering Inc
Calgary, AB
- Full-time
National Health & Safety Advisor (NHSA/HSA) designation completed or in progress.
Added 13 hours ago
IW
Director Threat Intelligence
IG Wealth Management
MB · Manitoba, Canada
- Full-time
Accountable for enterprise strategy, standards, and guardrails across security platform and infrastructure engineering, with a direct mandate to mature Threat Intelligence and DevSecOps as…
Added 13 hours ago
IW
Director Threat Intelligence
IG Wealth Management
ON · Ontario, Canada
- Full-time
Accountable for enterprise strategy, standards, and guardrails across security platform and infrastructure engineering, with a direct mandate to mature Threat Intelligence and DevSecOps as…
Added 13 hours ago
E
Mid-Market Account Executive, Montreal/Quebec City
Elastic
Montreal, QC
- Full-time
…effectively - Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of…
Added 13 hours ago
Sr DevOps / Platform Developer
Stay22
Montreal, QC
…scaling and cost, and make sure every design conforms to our security guidelines. If you like turning complex infrastructure into something a whole engineering team can build on, this is…
Added 13 hours ago
CC
Financial Services Advisor I
Conexus Credit Union
Tisdale, SK
- Full-time
As a full-time Financial Services Advisor I (FSA I), you are responsible for understanding our members’ financial goals and supporting their achievement through the provision of sound…
Added 14 hours ago
S
Migration Strategist
Slalom
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Collaborate with enterprise architects, data engineering teams, application teams, security, and integration specialists to deliver best-fit migration solutions.
Added 14 hours ago
CR
Opportunities for MG-SPS-01 to MG-SPS-03 Team Leader positions – Your career awaits in Sudbury, Ontario!
Canada Revenue Agency - Agence du revenu du Canada
Sudbury, ON
- Contract
…staffing requirements are: education, language, performance level, security status and/or clearance, and…
Added 14 hours ago
Bilingual Advisor, Software Engineering
CMHC - SCHL
Toronto, ON · Ottawa, ON · Montreal, QC
Join the CRM Platform team, in the Bilingual Advisor, Software Engineering position, where you will act as a senior technical and delivery advisor guiding the evolution of enterprise CRM…
Added 14 hours ago
TI
vCIO
Techify Inc.
Toronto, ON · North York, ON
- $105,000 to $155,000 CAD / year
- Full-time
You’ll act as a trusted advisor to clients while coordinating internally with consultants, vendors, projects, procurement, and leadership to ensure things get done properly, consistently,…
Added 14 hours ago
NC
Advisor, Technical Training - Mine Operations
Newmont Corporation
BC · Kitimat-Stikine A, BC
- Temporary
As an Advisor, Technical Training, you will play a key role in building workforce capability, operational readiness, and a strong safety culture at Brucejack Mine. Leveraging your…
Added 14 hours ago
TS
Senior Associate, Business Development
Thane Stenner - Stenner Wealth Partners+
Vancouver, BC
- Full-time
Support Principal Advisor, Thane Stenner and other team partners, to drive business development and prospecting initiatives.
Added 15 hours ago
Senior Manager, Business and Wealth Transition - Ottawa, ON
Scotiabank
Toronto, ON · Ottawa, ON
Leading the discovery process to uncover client goals related to business transition, ownership structures, family financial security, continuity, and legacy.
Added 15 hours ago
T
Audit Manager II, Financial Crimes Audit, High Risk Areas (667)
TD
Toronto, ON
- Full-time
…a Financial Crime Professional, resilient, dynamic, trusted advisor and adaptive leader with knowledge and experience with facets of the Financial Crime Risk Management Program including…
Added 15 hours ago
S
Senior Manager, Business and Wealth Transition - Ottawa, ON
Scotiabank
Ottawa, ON
- Full-time
Leading the discovery process to uncover client goals related to business transition, ownership structures, family financial security, continuity, and legacy.
Added 15 hours ago
IF
IT Technical Advisor – Contact Center Solutions (CCaaS)
Intact FC
Toronto, ON · Montreal, QC · Laval, QC
- Full-time
Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed…

ATB

Performance Coach, Client Care Learning & Development

Calgary, AB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Experience: Call Center Expertise: You bring 3-5+ years of experience in a high-volume call center environment.
Posting language: English
Posted: Oct 6, 2026

Original job description

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you - the unique, authentic you - to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

About the Role

At ATB Financial, we empower our team to succeed from day one. As a Performance Coach, you are a vital link between a new hire’s potential and their initial performance. You serve as a strategic advisor, acting as a coach and facilitator. This role combines meaningful learning experiences with advanced facilitation and coaching. You will be the point of contact for new team members entering our Everyday Financial Services (EFS) call center, acting as a supportive mentor and trainer. This delivery-focused role combines learning experiences with high-energy classroom facilitation and real-time coaching.

This is an active, in person, hands-on role. Operating independently, you will lead performance sessions where you will guide team members through their training at client care. Your goal is to engage team members throughout their learning journey. You report to the Manager, Client Care Learning & Development, advancing the team's strategic goals through proactive collaboration.

Accountabilities

As the driver of new hire success, you will be expected to:

Facilitate High-Impact Learning: Lead the end-to-end delivery of onboarding programs, continuous learning that includes upskilling, and new product rollouts. You’ll bring the curriculum to life, fostering the engagement and skill-building necessary for advisors to thrive as they move through training and onto the floor.
Curate & Adapt Learning Solutions: Apply adult learning principles to autonomously support creation and refinement of learning experiences from existing or new content. This includes being a reference of support for our instructional designers with interactive workshops that you will facilitate.
Support Practicum Sessions: Provide real time, expert coaching, enabling team members to navigate complex client inquiries with composure and confidence.
Track Performance Awareness: Working with leadership, you will review the learning metrics and collaborate with your team to analyze performance data to understand how those insights influence adoption and iterations of learning interventions.
Be a Compliance Guardian: Ensure every new team member understands and adheres to the non-negotiables including FINTRAC, Authentication, retail banking regulations, and internal security protocols.
Refine the Journey: Act as the eyes and ears in the classroom. You will provide feedback to the Manager on curriculum effectiveness, identifying basic gaps in existing training and support the team in making routine content updates.
Model Excellence: Demonstrate the ATB ID in every interaction. Whether you are facilitating a workshop or hopping on a call to demonstrate a technique, you lead by example.

Knowledge, Skills and Experience

The successful candidate is a high-energy facilitator with a passion for seeing others succeed:

Call Center Expertise: You bring 3-5+ years of experience in a high-volume call center environment. You understand the time to proficiency pressure and have a proven track record of helping others improve their call center metrics including Average Handle Time (AHT), Voice of the Customer (VOC) and Quality scores.
Banking Knowledge: Experience in the financial sector is a major plus. Familiarity with retail banking products and Canadian regulations (like FINTRAC) will give you a significant head start.
Capable Facilitator: You thrive in front of a room (including multi-channel delivery), bringing a proven mastery of classroom delivery. You translate multifaceted banking topics - ranging from system navigation and compliance to the art of client conversations - into digestible and engaging learning experiences.
The Coach Mentality: You don't just tell people what to do; you show them how to do it. You possess high emotional intelligence and the ability to deliver direct, constructive feedback that inspires growth.
Technical & Design Software Savvy: You possess a strong knowledge and practical application of digital tools used to support adult learning and familiarity with navigating Learning Management Systems (LMS) to deploy and track training content.
Education & Certifications: A diploma or certificate in Education, Instructional Design, Human Resources, Business, or a related field is preferred. Professional certifications in adult learning and facilitation (such as CTDP, Certified Training and Development Professional) are considered highly preferred, demonstrating a commitment to proactively applying external industry trends to the learner’s flow of work.

Workplace Arrangement

This role is primarily based on-site at our Calgary Campus office (3699 63 Ave NE, Calgary, AB).

Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role - but you might not check all the boxes - we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed - their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.

What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com

Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.

Apply About employer

More about this job

Responsibilities

The Performance Coach facilitates onboarding and continuous learning programs for new hires in the call center while providing real-time coaching and performance feedback. They act as a strategic advisor to ensure team members meet performance metrics and adhere to compliance and security protocols.

Requirements

Candidates should have 3-5+ years of experience in a high-volume call center environment and strong facilitation skills. A diploma or certificate in Education, Instructional Design, Human Resources, or Business is preferred, along with knowledge of retail banking and adult learning methodologies.

Skills

Facilitation
Coaching
Call center operations
Adult learning principles
Performance management
Instructional design support
Banking regulations
FINTRAC compliance
Learning Management Systems
Data analysis
Emotional intelligence
Mentoring
Training delivery
Retail banking
Communication

Benefits

Flexible work programs
Inclusive work environment
Learning and development opportunities
Performance enablement

Visa sponsorship

Not detected in the job text

Keywords

Performance Coach
Call Center
Learning & Development
Facilitation
Onboarding
Adult Learning
Banking
FINTRAC
Compliance
Instructional Design
Coaching
LMS
Retail Banking
Performance Metrics
AHT
VOC
Quality Scores
Training
Mentoring
Professional Certification
CTDP
Client Care
Data Analysis
Security Protocols
Upskilling

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