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Added 17 mins ago
EJ
Canada Initiative Leader
Edward Jones
Mississauga, ON
- $99,900 to $170,000 CAD / year
- Full-time
As an Initiatives Leader within Canada Operations, this role is accountable for the end-to-end execution and successful delivery of complex, mid-to-large scale strategic initiatives,…
Added 17 mins ago
R|
Clinical Trial Financial Control Analyst, Oncology Portfolio
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…Investigators, the Clinical Trial Billing Team and research operations to ensure financial integrity throughout the study…
Added 17 mins ago
R|
Animal Resources Division Manager – Montreal General Hospital Site
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…animal facility staff working in these facilities, budget, operations, resource allocation, infrastructure and equipment. Ensures an operational support to the Investigators and their…
Added 46 mins ago
R&
Level IV Quality Engineer (QE)
Robertson & Company Ltd.
Toronto, 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 46 mins ago
LL
Manager, Finance, Permanent Full-Time
Lac La Biche County
Lac la Biche, AB
- Full-time
Overseeing accounting operations, financial reporting, reconciliations, year-end activities and the external audit.
Added 46 mins ago
HF
Chief Financial Officer
Huu-ay-aht First Nations
Port Alberni, BC
- Full-time
· Provide technical and financial assistance to the Finance Committee and Invested Wealth Committee, and advice on HFN Public Body operations and business ventures.
Added 1 hour ago
SENIOR ENTERPRISE TECHNOLOGY PROCUREMENT & CONTRACT SPECIALIST
City of Toronto
Toronto, ON
Division & Section: Technology Services, Enterprise Services & Operations
Added 1 hour ago
AC
Coordonnateur Des Opérations MRO/ MRO Operations Coordinator
Aston Carter
Dorval, QC
- $55,000 CAD / year
- Full-time
Titre du poste: Coordonnateur des opérations MRO Description du poste
Added 1 hour ago
IC
Accountant
IPAC Consulting - Infection Control
Woodstock, ON
- Part-time
…continue to grow, we’re seeking a detail-oriented and adaptable Accountant to join our team and support our financial…
Added 1 hour ago
RG
restaurant manager
Rickys Group of Family-Style Restaurants
Delta, BC
- Full-time
Added 1 hour ago
CB
Senior Estimator
Clark Builders
Calgary, AB
- Full-time
…Estimating services to aid and support the Project Development, Operations and Estimating departments. The Senior Estimator will be part of the Estimating and Project team environments and…
Added 1 hour ago
SI
Heavy Civil Estimator
Synectics Inc.
Regina, SK
- $80,000 to $120,000 CAD / year
- Full-time
Coordinate with operations teams throughout the estimating process.
Added 1 hour ago
SI
Electrical Estimator
Synectics Inc.
Calgary, AB
- $70,000 to $90,000 CAD / year
- Full-time
Support project handover to the operations and project management teams.
Added 1 hour ago
IW
Coordinator, Region Office Operations, Kelowna, BC
IG Wealth Management
BC · British Columbia, Canada
- Full-time
POSITION SUMMARY: The Coordinator, Region Office Operations serves as the primary point of contact, delivering services to both internal and external clients of IG Wealth Management. This…
Added 1 hour ago
LB
Trader, Fixed Income
Laurentian Bank
Montreal, QC
- Full-time
…relationships with specialized groups. Laurentian Bank runs operations across Canada – primarily in Québec and Ontario – as well as in the United States and competes where it sees market…
Added 1 hour ago
WG
Accounting Intern (Winter 2027)
Walter Group
Westmount, QC
- Volunteer
Contribute to a process improvement or accounting automation project, aimed at enhancing efficiency or accuracy in financial operations.
Added 1 hour ago
TC
Assistant Vice President (AML/CDD)
The Citco Group Limited
Toronto, ON
- Full-time
Minimum 2 years’ experience managing staff within an operations or compliance setting.
Added 2 hours ago
TC
Cost Control Analyst
TESC Contracting
Sudbury, ON · Greater Sudbury, ON
- Full-time
General knowledge of payroll, accounting processes, and business operations.
Added 2 hours ago
CG
Accountant
Central Graphics & Container Group Ltd.
Mississauga, ON
- Full-time
…quick time frame. We are currently seeking a highly motivated Accountant to join our…
Added 2 hours ago
GC
Asset Coordinator
Guardian Capital Group
Toronto, ON
- Full-time
Based in Toronto, the Asset Coordinator will be directly responsible for the operations of the commercial real estate properties in the GCREF and GC Opp Fund portfolios. The Asset…
Added 2 hours ago
AT
Driver Settlement Services Clerk
Armour Transportation Systems
Moncton, NB
- Full-time
Prepare reports on key performance indicators (KPIs) to validate invoicing and driver settlements, supporting accurate financial operations.
Added 2 hours ago
MC
Senior Business Analyst, Wealth and Brokerage Accounting (35904)
Myticas Consulting
Toronto, ON
- Contract
Experience with accounting operations and financial reporting.
Added 2 hours ago
F
Senior Account Executive, Merchant Acquisition
Flexiti
Toronto, ON
- Full-time
Own the full sales cycle from cold outreach through contract close, coordinating with internal teams (product, operations, legal) to remove roadblocks
Added 2 hours ago
S-
Associate or Associate Director, Technical Investment Banking - Energy - Calgary, AB
Scotiabank - Global Banking and Markets
Calgary, AB
- Full-time
Evaluating and summarizing large datasets of technical and financial information including well performance, operations execution practices for drilling and completions
Added 2 hours ago
T
Bilingual Senior Analyst, Channels and AI Enablement - Tangerine
Tangerine
Toronto, ON
- Full-time
Contributes to the overall success of the Operations Strategy & Enablement / Digital Channels team by supporting the execution of the AI Enablement roadmap through analysis, reporting,…

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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