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Added 15 mins ago
IL
Senior HR Generalist
Intrado Life & Safety, Inc.
Montreal, QC · Saint-Laurent, Quebec
- Full-time
Added 30 mins ago
PG
Human Resources Team Lead
PCV Group inc - Personnel Chez Vous Recruitment Services
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Bachelor's degree in Human Resources, Organizational Development, Business Administration or a related field
Added 30 mins ago
AC
People Organization Business Partner & Organizational Effectiveness Lead
Aon Corporation
Toronto, ON
- Full-time
As a trusted advisor to leaders, you will partner with the business, Human Capital Centres of Excellence (COE's), and Global Capability Centres (GCCs) to drive workforce strategies that…
Added 1 hour ago
NB
Wealth Associate
National Bank of Canada
Mississauga, ON
- Full-time
…Reporting to the regional manager, you will team up with a wealth advisor to offer an exceptional client experience. Collaboration and partnership will be key to your…
Added 1 hour ago
HT
VP, Accounting & Controllership (Husky)
Husky Technologies
Bolton, ON
- Full-time
Collaborate with FP&A, Operations, Commercial, Supply Chain, Manufacturing, Procurement, Tax, Treasury, and Human Resources to improve enterprise performance.
Added 1 hour ago
NB
Senior Advisor Consumer Protection Compliance
National Bank of Canada
Montreal, QC
- Full-time
as a Senior Advisor, Consumer Protection Compliance
Added 1 hour ago
UO
Undergraduate Student Relations Officer
University of Waterloo
Waterloo, ON · Mathematics & Computer
- Full-time
Advise and respond to inquiries of students interested in enrolling in the program/major that the advisor is responsible for.
Added 1 hour ago
UO
Undergraduate Coordinator
University of Waterloo
Waterloo, ON · Mathematics & Computer
- Full-time
Meetings and Special Events e.g. advisor meetings, orientation lunch, awards dinners, onboarding events, exchange events
Added 1 hour ago
UO
Co-op Advisor
University of Waterloo
Waterloo, ON · William M. Tatham Centre
- Full-time
The Co-op Advisor is the primary support person for students during their co-op experience at Waterloo. Co-op Advisors support students from their first academic term through to graduation,…
Added 1 hour ago
UO
Student Transition and Engagement Officer
University of Waterloo
Waterloo, ON · B.C. Matthews Hall
- Full-time
Serve as the Faculty's orientation advisor and represent the Faculty of Health on the University's Orientation Advisory Committee to implement and develop changes based on direction given…
Added 1 hour ago
UO
Health Undergraduate Advisor
University of Waterloo
Waterloo, ON · B.C. Matthews Hall
- Full-time
The Health Undergraduate Advisor advises undergraduate students within the Faculty of Health. In partnership with the members of the Health Undergraduate Office (HUO) they are responsible…
Added 1 hour ago
UO
Academic Services Coordinator
University of Waterloo
Waterloo, ON · Pearl Sullivan Engineering Building
- Full-time
Assists stakeholders with identifying and accessing tools and resources necessary to meet goals and objectives.
Added 1 hour ago
SB
Senior Hydraulics and Capacity Engineer
South Bow
Calgary, AB · Manulife Place
- Full-time
Act as a trusted advisor to leadership on capacity-related risks, opportunities, and operational decisions.
Added 1 hour ago
SP
Technical Recruiter (6 month contract)
Salesforce Partner Canada
Toronto, ON
- Contract
Serve as a trusted advisor to hiring managers - pushing back, advising on tradeoffs, and bringing market intelligence that sharpens decision-making
Added 2 hours ago
C
Customer Success Manager
CDW
Toronto, ON
- Full-time
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of the solutions.
Added 2 hours ago
C
Account Representative- Sales Training Program (Vancouver) October 2026
CDW
Vancouver, BC
- Full-time
…need to know to become a trusted technology consultant and advisor. Whether an organization needs a single tablet or an entire virtual environment, you’ll have the sales training,…
Added 3 hours ago
A
Employee Relations Advisor
Arcadis
Toronto, ON
- Full-time
The candidate should have an academic degree (preferably in human resources) and a minimum of 4 years of progressive (human resources) experience. They should have broad experience and…
Added 3 hours ago
DC
Civil Land Development Engineer
Dillon Consulting Limited
Calgary, AB
- Full-time
…both internal and external stakeholders? Are you a trusted advisor and a problem solver? If you enjoy entrepreneurship and innovation in a flexible work environment, this opportunity is for…
Added 4 hours ago
AH
Privacy Advisor
Alberta Health Services
Calgary, AB
- Full-time
Added 5 hours ago
Human Resources Representative
Primacorp Ventures Inc
New Westminster, BC
Human Resources Representative (12-Month Maternity Leave Contract)
Added 5 hours ago
Human Resources Manager
Nestle Operational Services Worldwide SA
Toronto, ON · North York, ON
Business Area: Waters & Premium Beverages Canada - Human Resources
Added 5 hours ago
Specialist Product Ownership - BI Solution (12-months contract)
Nestle Operational Services Worldwide SA
Toronto, ON · North York, ON
If you are invited to participate in the recruitment process and require an accommodation, please inform Human Resources. Nestlé will work with you to ensure full participation.
Added 5 hours ago
Sr. Director, Human Resources
Nestle Operational Services Worldwide SA
Toronto, ON · North York, ON
As Senior Director, Human Resources, you will be the senior-most people leader for the standalone Ice Cream business in Canada and a member of the business leadership team. Partnering…
Added 7 hours ago
CO
Financial Analyst
City of Nanaimo
BC · British Columbia, Canada
- Full-time
Added 9 hours ago
HI
Insurance Advisor, Auto
HUB International
Burnaby, BC
- Full-time
Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here.

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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