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Added 10 mins ago
LC
Front Store Manager, Salaried Full Time Day
Loblaw Companies Limited
Toronto, ON
- Full-time
…great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career…
Added 10 mins ago
DC
Civil Land Development Engineer
Dillon Consulting Limited
Winnipeg, MB
- Full-time
Dillon’s Land Development Business Unit is looking for a Civil Land Development Engineer to fill an existing vacancy within our multidisciplinary team of professionals . You will have the…
Added 10 mins ago
P
Finance Director
Perennial
Toronto, ON
- Full-time
We are seeking a strategic and hands-on Director of Finance to lead and scale our finance function and support the growth and expansion of the business. This role will serve as a key member…
Added 10 mins ago
CM
Media Director, Programmatic
Critical Mass
Toronto, ON
- Full-time
Lead, mentor, and develop a team of pecialists; consistently provide training, feedback, and career development support.
Added 11 mins ago
JI
Corporate Category Planner (12-month Contract)
J.D. Irving, Limited
Dieppe, NB
- Full-time
…Ontario, Newfoundland and Labrador), as well as in USA. We are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with…
Added 11 mins ago
Bilingual Senior CRM Analyst - MS Dynamics
Nors
Quebec, QC · Mississauga, ON · Laval, Quebec, QC · Missisauga, Ontario, ON
…Nors Canada, combining strong configuration skills with some development experience to support an implementation across a mid to large user base (50+ users). In this role, you will resolve…
Added 11 mins ago
TI
Manager, Enterprise Risk Management
Teranet Inc.
Toronto, ON
- $140,400 to $152,100 CAD / year
- Full-time
The Manager, Enterprise Risk Management (ERM) is primarily responsible for leading the development, implementation, and continuous improvement of Teranet's Business Continuity Management…
Added 11 mins ago
M
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MSD
Toronto, ON · CAN - Ontario - Toronto
- Full-time
Motivated to lead their own specific tasks and responsibilities within a team, prioritizing time and effort towards important deliverables and producing high-quality work.
Added 11 mins ago
SM
Assistant Sales Manager
Steve Marshall Group
Surrey, BC
- $90,000 to $120,000 CAD / year
…values teamwork, accountability, customer service, and the development of its people. The Assistant Sales Manager will work closely with the Sales Manager and sales team to drive…
Added 11 mins ago
S
Executive Assistant and Office Manager
SpryPoint
Charlottetown, PE
- Full-time
…accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with…
Added 11 mins ago
Senior Manager, Software Development (Mobile Application)
Scotiabank
Toronto, ON
Manage the team that architects, develops, operates, and supports wealth management technology solutions with focus on mobile app development.
Added 11 mins ago
M
Physiotherapist - Toronto (Join the Talent Pool!)
Myo
Toronto, ON
- Contract
An advocate of your own growth and development and are eager to learn from your Clinic Director, Lead Clinician, your Regional Director of Clinical Development, and fellow clinicians
Added 11 mins ago
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Chiropractor - Toronto (Join the Talent Pool!)
Myo
Toronto, ON
- Contract
An advocate of your own growth and development and are eager to learn from your Clinic Director, Lead Clinician, your Regional Director of Clinical Development, and fellow clinicians
Added 11 mins ago
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Registered Massage Therapist - Toronto (Join the Talent Pool!)
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Toronto, ON
- Contract
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Added 11 mins ago
Director, Indigenous Relations, Pacific Link (Calgary or Vancouver)
Trans Mountain
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Lead the team in an engagement strategy that recognizes the distinct rights, interests and relationships of all Indigenous communities impacted by the Project.
Added 11 mins ago
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Territory Outside Sales Representative
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Calgary, AB · SEDCC Calgary Central Office
- Full-time
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 11 mins ago
MN
Manager, Financial Compliance & Technical Acc
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Saskatoon, SK
- Full-time
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Added 11 mins ago
SE
Maintenance Manager, FSN & STS
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Ensure the team is aligned in achieving the operational, business development, and financial performance goals.
Added 11 mins ago
CG
Production Technical Lead
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- Full-time
Lead and coach development of Standard Work and Standard Work instructions.
Added 11 mins ago
B
Technical Specialist II
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Toronto, ON · SCC
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As part of our DevOps/SRE team, you will play a key role in designing, building, and operating resilient, secure, and scalable infrastructure that supports our critical business…
Added 11 mins ago
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Associate Vice President, Advisor Sales, Global Asset Management
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Vancouver, BC · WGA
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The Associate Vice President Wholesaler operates as a near-peer to the broader wholesaling team, with ownership of a semi-autonomous MFDA sub-region. The role is designed to accelerate…
Added 11 mins ago
OC
Manager, Strategic Sponsorships
Ontario Centre of Innovation
Toronto, ON
- $110,000 to $115,000 CAD / year
- Full-time
Reporting to the Vice President, Marketing & Communications, the Manager, Strategic Sponsorships leads the development and execution of sponsorship and funding strategies for DiscoveryX,…
Added 11 mins ago
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Calgary, AB
- $65,000 to $70,000 CAD / year
- Full-time
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Added 11 mins ago
SS
Vice President, Corporate Strategy
Sienna Senior Living
Markham, ON
- Full-time
At Sienna, we empower our team members across Ontario, British Columbia, Saskatchewan and Alberta to help our residents live the life they desire and deserve. Our purpose is simple: to…
Added 25 mins ago
PC
Speech Language Pathologist
Pinecrest-Queensway Community Health Centre
Pembroke, ON
- $48.33 to $56.86 CAD / hour
- Part-time
…services to individuals and families across the lifespan. As the Lead Agency for the First Words Preschool Speech and Language Program of Ottawa and Renfrew County for nearly 30 years,…

ATB

Performance Coach, Client Care Learning & Development

Calgary, AB, Canada

Full-time

Apply About employer

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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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