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Added 15 mins ago
LF
Dealer Development Manager, SecureDrive (Business Development/Sales) - Edmonton
LGM Financial Services
AB · Edmonton, AB
- Full-time
LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has partnered with leading automotive manufacturers and…
Added 16 mins ago
B
Customer Service Representative
BMO
Toronto, ON
- Part-time
Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
Added 16 mins ago
FH
Manager, Informatics
Fraser Health
Surrey, BC
- Full-time
Bring your demonstrated leadership and consultation skills to this exciting opportunity as a Manager of informatics, Digital Facilities Services and Solutions with Fraser Health's Health…
Added 16 mins ago
FH
Coordinator, Housekeeping Services
Fraser Health
Surrey, BC
- Full-time
Participates in the monitoring, analysis, and reporting of quality assurance and control imperatives for housekeeping services. Assists in implementing, managing and conducting audit…
Added 16 mins ago
FH
Business Support Assistant
Fraser Health
Surrey, BC
- Full-time
…actively support a fast-paced portfolio by providing business services support in the areas of human resources hiring processes, general administration, financial and operational data and…
Added 30 mins ago
CR
restaurant manager
Chuck's Roadhouse Bar & Grill
North Bay, ON
- Full-time
Added 1 hour ago
NB
Wealth Associate
National Bank of Canada
Mississauga, ON
- Full-time
National Bank Financial - Wealth Management is the fifth largest investment brokerage firm in Canada. We have close to 1,000 investment advisors who manage the assets of more than 400,000…
Added 1 hour ago
NB
Account Manager, Commercial Banking - Agriculture
National Bank of Canada
London, ON
- Full-time
A career on the Agriculture team with Commercial Banking specialized groups at National Bank means supporting agribusiness clients in your region with all their financial projects.
Added 1 hour ago
UO
Assistant Supervisor
University of Waterloo
Waterloo, ON
- Full-time
May be required to work in other UW Food Services units as needed.
Added 1 hour ago
UO
Catering and Event Coordinator
University of Waterloo
Waterloo, ON
- Full-time
· Collaborate with the Catering and Event Services Sales Manager to generate new business leads and expand the client base.
Added 1 hour ago
UO
Undergraduate Coordinator
University of Waterloo
Waterloo, ON · Mathematics & Computer
- Full-time
Accountable to the Student Services Manager for front line student support and triage, enrollment activities, and administrative support of the course teaching activities of the Faculty.…
Added 1 hour ago
UO
Project Manager, WUSA
University of Waterloo
Waterloo, ON · General Services Complex
- Full-time
Facilities - Design and Construction Services
Added 1 hour ago
UO
Graduate Program Coordinator
University of Waterloo
Waterloo, ON
- Full-time
The Graduate Program Coordinator administers academic services and advises graduate students in the department. The position is responsible for providing effective administrative support to…
Added 1 hour ago
UO
Student Transition and Engagement Officer
University of Waterloo
Waterloo, ON · B.C. Matthews Hall
- Full-time
…utilize findings to support the development of future student services and…
Added 1 hour ago
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Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
Job Role & Profile: B2B Sales Assistant Manager
Added 1 hour ago
T
Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
Job Role & Profile: B2B Sales Assistant Manager
Added 1 hour ago
CO
ANALYST, TRANSIT
City of Brampton
Brampton, ON
- Full-time
…be to provide day-to-day accounting activities and related financial claims reporting to meet Municipal, Provincial & Federal reporting requirements. This position also provides timely…
Added 2 hours ago
H(
Analyst, Pension Accounting Operations (12 month Contract)
HOOPP (Healthcare of Ontario Pension Plan)
Toronto, ON · CA ON Toronto
- $71,000 to $109,000 CAD / year
- Full-time
Reporting to the Manager, Pension Accounting Operations, the Analyst is responsible for the overall administration and financial integrity of the pension contributions function. As the…
Added 2 hours ago
SB
Kitchen Manager (Seven-10 Kitchen + Bar)
Splitsville Bowl
Richmond, BC
- Full-time
…safety compliance, and collaborating closely with the Centre Manager and front-of-house leaders to deliver centre goals and financial…
Added 2 hours ago
M
Restaurant manager
McDonald's
Squamish, BC
- Full-time
Determine type of services to be offered and implement operational procedures
Added 2 hours ago
CP
Full Stack Solutions Developer
CAAT Pension Plan
Toronto, ON · Head Office
- Full-time
We are seeking a Full Stack Solution Developer for our Pension Solutions team. Reporting to the Manager, Enterprise Automation, the Full Stack Solutions Developer will collaborate closely…
Added 2 hours ago
SS
Financial Risk Audit Manager, Vice President
State Street
Toronto, ON
- Full-time
10+ years of experience in Internal Audit, Risk Management, Financial Risk, or related control functions within financial services (custody bank experience a plus).
Added 2 hours ago
A
Licensing Engineer
AtkinsRéalis
Mississauga, ON
- Full-time
…engineering groups. We have been providing a wide range of services to the nuclear industry in Canada and around the world since for more than 60 years. We are proud to be the steward of…
Added 2 hours ago
A
HSE Advisor
AtkinsRéalis
Toronto, ON
- Full-time
The HSE Advisor will assist the Regional HSE Manager in the development, implementation, and ongoing maintenance of health, safety, and environmental (HSE) programs and initiatives across…
Added 2 hours ago
A
Senior Piping Supports Design Engineer
AtkinsRéalis
Mississauga, ON
- Full-time
…activities assigned by the Technical Lead and/or Technical Manager, resolves routine and complex technical issues, and seeks guidance primarily for “first-of-a-kind”, high-risk,…

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.

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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