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Added 10 mins ago
AB
Business Development Manager
Aldermore Bank
Field, BC
- Full-time
As a Business Development Manager, you’ll play a key role in growing our residential mortgage business and delivering an outstanding service to brokers across your region. You’ll spend time…
Added 11 mins ago
Director, Human Resources
Canadian Bar Association
Ottawa, ON
…the CBA. The Director is a hands-on leader and a strategic business partner to senior leadership. The Director is responsible for retention, organizational development, compensation, and…
Added 11 mins ago
A
Product Guide - Seasonal
ARC'TERYX
Toronto, ON
- Part-time
- Temporary
Under the direction of the Store Leads, Store Manager and Assistant Manager, you perform/complete other additional projects, duties, and assignments as required and/or by request
Added 22 mins ago
WR
Manager, Stewardship & Impact
Waterloo Regional Health Network Foundation (WRHNF)
Kitchener, ON
- $73,950 to $86,700 CAD / year
- Full-time
The Manager is the strategic and editorial lead responsible for overarching program design, information sourcing, and execution of all donor impact reports and materials. They will work…
Added 22 mins ago
MM
Regional Manager-Originations-Ottawa & Atlantic Canada
Marathon Mortgage Corp.
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
A minimum of five years of progressive sales or business-development experience, preferably within the mortgage or financial-services industry.
Added 22 mins ago
S-
Manager, Business Continuity & Operational Resilience - Toronto, ON
Scotiabank - Global Banking and Markets
Toronto, ON
- Full-time
Manager, GBM Business Continuity & Operational Resilience – Toronto, ON
Added 22 mins ago
WI
Senior Project Management - Land Development
WSP in Canada
ON · Ontario, Canada
- Full-time
Oversee project financial performance, including budgets, schedules, resources, and risk management
Added 22 mins ago
MM
Regional Manager-Originations-Western Canada
Marathon Mortgage Corp.
AB · Alberta, Canada
- Full-time
A minimum of five years of progressive sales or business-development experience, preferably within the mortgage or financial-services industry.
Added 22 mins ago
AE
Product Guide - Seasonal
Arc'teryx Equipment
Toronto, ON
- Full-time
Under the direction of the Store Leads, Store Manager and Assistant Manager, you perform/complete other additional projects, duties, and assignments as required and/or by request
Added 22 mins ago
AE
Financial Planning Analyst (FP&A)
Agnico Eagle Mines Limited
Toronto, ON
- Full-time
Reporting to the Manager, FP&A, you will be part of the Finance Department. You will play a key role in supporting the company’s financial planning, forecasting, and reporting processes.…
Added 26 mins ago
R
Branch Manager Advisor
RBC
Trinity, NL
- Full-time
As a Branch Manager Advisor, you fulfill a critical role in the branch with 40-50% of your time spent providing advice to clients as a Financial Advisor and 50-60% in a Branch leadership…
Added 26 mins ago
R
Branch Manager
RBC
Levis, QC
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 26 mins ago
Workplace Safety & Security Coordinator
Wawanesa Insurance
Winnipeg, MB
…provides life insurance solutions throughout Canada, and Western Financial Group, a leading national distributor of personal and business insurance. In March of 2026, Wawanesa entered into…
Added 26 mins ago
T
Information Security Analyst (Detection Engineer)
TD
Toronto, ON
- Full-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 26 mins ago
T
Credit Analyst II
TD
Oshawa, ON · Peterborough, ON
- Full-time
Support the Relationship Manager in booking new business by preparing competitive credit packages in the assigned business segment in a timely manner to meet customer needs
Added 26 mins ago
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PIA Client Service Associate
TD
AB
- Full-time
…help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform…
Added 26 mins ago
Senior Manager, Salesforce Engineering
Scotiabank
Toronto, ON
We’re looking for a Senior Manager, Salesforce Engineering to lead the strategy, delivery, and evolution of our Salesforce platform across multiple business lines. You’ll own the…
Added 26 mins ago
T
Information Security Analyst II ( Social Engineer Threat Analyst)
TD
Toronto, ON
- Full-time
…help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring…
Added 26 mins ago
T
Sr. Business Systems Analyst
TD
Toronto, ON
- Full-time
$81,600 - $115,200 CADThis role is eligible for a discretionary variable compensation award that considers business and individual performance.
Added 26 mins ago
T
Customer Experience Associate - Water Street
TD
St. John's, NL
- Part-time
…help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring…
Added 26 mins ago
T
Executive Assistant
TD
Toronto, ON
- Full-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 26 mins ago
T
Workplace Ambassador
TD
Montreal, QC
- Full-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 26 mins ago
Senior Manager, Investment Distribution Management
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Toronto, ON
Formulate performance and data inputs for timely product commentary, positioning updates and portfolio manager insights including scheduled updates, portfolio manager round tables,…
Added 26 mins ago
Manager, Business Continuity & Operational Resilience - Toronto, ON
Scotiabank
Toronto, ON
Manager, GBM Business Continuity & Operational Resilience – Toronto, ON
Added 26 mins ago
QD
Accounting Manager, The Floor Show
Qualico Developments Canada Ltd.
Winnipeg, MB
- Full-time
Reporting to the Vice-President, as the Accounting Manager you lead the accounting function, including financial reporting, budgeting, forecasting, cash flow oversight, internal controls,…

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.

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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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