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Added 2 mins ago
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Senior Investigator, High Risk Team, Anti-Money Laundering Financial Intelligence Unit
BMO
Toronto, ON · YNG
- Full-time
The Senior Investigator, High Risk Team, AML FIU ( Anti-Money Laundering Financial Intelligence Unit) is responsible for conducting comprehensive reviews of higher-risk customers and…
Added 2 mins ago
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Software Developer
BMO
Toronto, ON · SCC
- Full-time
…languages to develop high quality technology applications and services - including tools, standards, and relevant software platforms based on business…
Added 2 mins ago
LC
Department Manager Full Time Day Greenlight Requisition
Loblaw Companies Limited
Prescott, ON
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 2 mins ago
LC
Meat Department Manager Part Time Day
Loblaw Companies Limited
Chemainus, BC
- Part-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 2 mins ago
LC
Grocery Department Manager Full Time Day
Loblaw Companies Limited
Fredericton, NB
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 2 mins ago
LC
PCX Department Manager Part Time Day
Loblaw Companies Limited
Saskatoon, SK
- Part-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in one of our stores, you will have an immediate impact on sales…
Added 2 mins ago
LC
Front End Department Manager Full Time Day
Loblaw Companies Limited
Garibaldi Highlands, BC
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 2 mins ago
LC
Meat Department Manager Full Time Day
Loblaw Companies Limited
Winnipeg, MB
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 2 mins ago
LC
Produce Department Manager Full Time Day
Loblaw Companies Limited
Spruce Grove, AB
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 2 mins ago
LC
Gérant de département PC Express – non syndiqué temps plein jour
Loblaw Companies Limited
Gatineau, QC
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in one of our stores, you will have an immediate impact on sales…
Added 2 mins ago
LC
Front End Department Manager Part Time Day
Loblaw Companies Limited
Langley (District), BC
- Part-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 2 mins ago
SC
Wireless Sales Supervisor
Staples Canada
Mississauga, ON
- Full-time
…experiences, and enthusiasm on the latest wireless tech products, services, and trends. Primarily a sales position, you will partner with management to determine and deliver on daily…
Added 18 mins ago
CI
Project Manager (Nuclear)
Calian in Space & Technology
Toronto, ON
- Full-time
The Project Manager is accountable for independently leading and delivering nuclear and environmental programs from initiation through closeout. This role provides oversight across scope,…
Added 18 mins ago
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Manager, Information Technology
SPE - Serruya Private Equity
Markham, ON
- Full-time
…business transformation. We are seeking an experienced Senior Manager, Information Technology to lead our IT function and help build a scalable, secure, and high-performing technology…
Added 18 mins ago
R&
Operations Officer II
Robertson & Company Ltd.
Mississauga, ON
- Contract
Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management,…
Added 19 mins ago
VA
Aircraft Maintenance Engineer, Heavy Maintenance
Voyageur Aviation
North Bay, ON
- Full-time
…the Aircraft Maintenance Engineer (AME) will report to the Manager, Heavy Maintenance and will be responsible for performing aircraft inspections, troubleshoot defects and carry out…
Added 19 mins ago
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Project Manager, Group Benefits Operations
Manulife
Toronto, ON · Kitchener, ON · Waterloo, ON
- Full-time
The Project Manager, Group Benefits Operations leads cross-functional Group Benefits Operations initiatives that improve plan sponsor and plan member outcomes, service performance,…
Added 19 mins ago
Internal Opportunity: District Manager Development Program
Money Mart
Toronto, ON
Momentum Financial Services Group (formerly Money Mart Financial Services) is a leading North American financial services company and one of Canada’s top non-prime lenders. For more than 40…
Added 19 mins ago
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Catering & Conference Services Coordinator
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Toronto
- Full-time
Provide telephone and email coverage for the Catering & Conference Services office, responding to client and guest inquiries and assigning new leads to the appropriate Catering Manager…
Added 19 mins ago
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Leader, PI Customer Experience
BrokerLink
Markham, ON
- Full-time
Work with other Personal Insurance Manager’s and your Regional Leader to ensure the quality of services and sales meets expected standards.
Added 19 mins ago
Operational Account Manager
DSV
Brampton, ON
Job Posting Title: Operational Account Manager
Added 19 mins ago
Senior Manager, Finance
Bell
Toronto, ON
As a FP&A Manager within Bell Business Markets (BBM), you will play a key role in supporting the financial performance of a portfolio of products and services through leadership in…
Added 34 mins ago
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Content Development Specialist
Wellington-Altus
Winnipeg, MB · Toronto, ON · AB · Calgary, AB
- Full-time
A bachelor’s degree in finance or related field, or equivalent 2+ years of work experience in a financial services setting.
Added 34 mins ago
MC
Financial Services Associate, Contact Centre (Full-Time, Hybrid)
Meridian Credit Union
St. Catharines, Ontario
- $60,000 to $64,000 CAD / year
- Full-time
…responsibilities for this position will be to understand the financial needs of our Members and provide the appropriate advice and recommendations to fit their needs. This will include…
Added 34 mins ago
MF
Senior Manager, Solution Architect
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and…

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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