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Added 23 mins ago
FC
CEO/General Manager
Federated Co-operatives Limited
SK · Saskatchewan, Canada
- Full-time
Southern Plains Co-op invites applications for the position of Chief Executive Officer/General Manager (CEO/GM) to lead their passionate team.
Added 40 mins ago
TC
Manager, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
You have 4+ years’ experience in private assets accounting or operations, at a fund administrator, fund manager or comparable environment.
Added 40 mins ago
TC
Vice President, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
Support implementation of fund structures, new client setups, complex client transitions and onboarding on our accounting platforms, alongside Client Integration.
Added 40 mins ago
TC
Manager, Data, Reporting & Platform Enablement
The Citco Group Limited
Toronto, ON
- Full-time
Fund Administration is Citco’s core business, and our alternative asset and accounting service is one of the industry’s most respected. Our continuous investment in learning and technology…
Added 40 mins ago
TC
Manager, Digital Workflow, Automation & AI
The Citco Group Limited
Toronto, ON
- Full-time
Fund Administration is Citco’s core business, and our alternative asset and accounting service is one of the industry’s most respected. Our continuous investment in learning and technology…
Added 54 mins ago
B
Portfolio Manager, TPS
BMO
Vancouver, BC · FBT
- Full-time
Works independently on a range of complex tasks, which may include unique situations.
Added 54 mins ago
M
Manager, Business Continuity Planning
Manulife
Toronto, ON · Waterloo, ON
- Full-time
Minimum 4+ years of experience in business continuity, operational resilience, risk management, disaster recovery, or a related discipline within a large and complex organization.
Added 1 hour ago
VA
Manager, Compensation and Benefits
Vancouver Airport Authority
Vancouver, BC
- Full-time
We have an opportunity for a permanent, full-time Manager, Compensation & Benefits on the People & Culture team. Reporting to the Director, People Operations, the Manager leads YVR’s…
Added 1 hour ago
TC
Senior Vice President, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
Strong technical knowledge of private assets accounting and operations, including fund structures and complex calculations.
Added 1 hour ago
T
Senior Business Information Management Analyst (HR Data Management)
TD
Toronto, ON · Montreal, QC
- Full-time
Demonstrated experience applying data management or data governance practices in a complex organization.
Added 2 hours ago
S
Program Manager - Community Integration - Regular full-time - 2026-18899 (2026-18899)
Sunnybrook
Toronto, ON
- Full-time
As a member of the Integrated Care & System Partnerships portfolio, the Program Manager is a leader who will support the development, delivery and ongoing management of transitional and…
Added 2 hours ago
HT
Manager, Internal Controls
Husky Technologies
Bolton, ON
- Full-time
Working with Internal Audit and the global Finance and Operations teams, the Manager, Internal Controls will play a critical role in Husky’s global financial reporting. This includes the…
Added 2 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Title: Financial Manager - PLM (Product Line Mgmt)
Added 2 hours ago
NB
Banking Advisor
National Bank of Canada
Montreal, QC
- Full-time
Listen to clients’ needs and resolve situations that may be complex.
Added 2 hours ago
NB
Credit Analyst
National Bank of Canada
AB · Edmonton, AB
- Full-time
Approve transactions within delegated lending authority and prepare recommendations for more complex credit requests.
Added 2 hours ago
NB
Wealth associate
National Bank of Canada
Montreal, QC
- Full-time
Guide and train new employees, serving as a subject-matter expert and mentor for peers on complex products, procedures, and firm policies.
Added 2 hours ago
NB
Senior Data Scientist
National Bank of Canada
Montreal, QC
- Full-time
Carry out complex studies, research and analyses to support decision-making and propose solutions tailored to business needs.
Added 2 hours ago
NB
Senior Account Manager, Commercial Banking
National Bank of Canada
Coquitlam, BC
- Full-time
A career as a Senior Account Manager, Commercial Banking at National Bank means being responsible for growing the portfolio of business clients assigned to you. Your complex and varied…
Added 2 hours ago
M
Project Manager
Manulife
Toronto, ON · Waterloo, ON
- Full-time
Boundless opportunities: Build future-ready skills through complex global assignments, continuous learning, coaching, and exposure to leading HR platforms, automation, data, and responsible…
Added 3 hours ago
SP
Senior Director, Controllership & Operations Transformation
Salesforce Partner Canada
Toronto, ON
- Full-time
…leadership position requiring you to bridge the gap between complex accounting requirements and technical execution. You will oversee initiatives, drive the evolution of our Workday Cloud…
Added 3 hours ago
F
Senior Contracts Administrator
FlatironDragados
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Are you a detail-oriented professional with a knack for navigating complex contractual landscapes? As a Senior Contracts Administrator, you will coordinat e and process change order and…
Added 3 hours ago
TM
Property Administrator- Hamilton
Tribe Management inc
Hamilton, ON
- $40,000 to $45,000 CAD / year
- Full-time
…Property Administrator works under the direction of the Regional Manager to oversee the administrative and maintenance operations of a particular portfolio/development. They will be…
Added 5 hours ago
BT
Senior Manager, Indirect Tax
Baker Tilly Canada
Vancouver, BC
- Full-time
We are seeking a Senior Manager or Director, Indirect Tax to join our growing Tax practice in Toronto or Vancouver. This is a leadership role focused on indirect tax advisory, compliance,…
Added 6 hours ago
AH
Administrative Support III
Alberta Health Services
Drayton Valley, AB
- Part-time
…working opportunity. Reporting to the CAS Area Coordinator/Manager, this position supports community health programs (ie. Public Health, Home Care, Allied Health, Children’s Rehab Services)…
Added 7 hours ago
FC
Senior Contracts Administrator
Flatiron Construction Corp
Toronto, ON
- Other
Are you a detail-oriented professional with a knack for navigating complex contractual landscapes? As a Senior Contracts Administrator, you will coordinate and process change order and…

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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