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Added 1 min ago
AS
Customer Financial Services Manager - ABC Canada (905)
ABC Supply Co., Inc.
Calgary, AB
- Full-time
The ABC Canada Customer Financial Services Manager establishes effective working relationships with District and Branch Managers, Sales Personnel, Region Team Members, National Support…
Added 1 min ago
GE
Treasury Operations Analyst
GFL Environmental Inc.
Vaughan, ON
- Full-time
The Treasury Operations Analyst will report directly to the Manager, Treasury Operations and will be part of a small but highly focused professional unit.
Added 1 min ago
NP
FTS Assistant Manager (Greater Toronto Area)
Nippon Paint Automotive Americas, Inc.
Toronto, ON
- Full-time
Time Off & Holidays – 11 paid holidays each year, plus paid time off to support work-life balance.
Added 6 mins ago
Q&
Compliance Specialist
Quick & Easy Home and Auto Insurance
Welland, ON
- Full-time
We are looking for an experienced Compliance Specialist to join our Head Office team. Reporting to the Manager, Insurance Compliance, this role is responsible for helping ensure our…
Added 6 mins ago
IS
Maintenance Supervisor
Irving Shipbuilding
Halifax, NS
- Full-time
Understand the function and operation of equipment under their responsibility, support crew with technical knowledge of equipment.
Added 6 mins ago
DP
Senior Payroll Specialist
Dundee Precious Metals Inc.
Toronto, ON
- Full-time
Company Description DPM Metals Inc. (DPM) is a Canadian-based international mining company with operations and projects in Bulgaria, Ecuador, Serbia, and Bosnia.
Added 6 mins ago
TB
restaurant manager
Taco Boy
Mount Pearl, NL
- Full-time
Plan, organize, direct, control and evaluate daily operations
Added 6 mins ago
CL
District Manager - Supporting Eastern Canada Franchise locations
Chatters Limited Partnership
Toronto, ON
- Full-time
We're looking for a District Manager to lead our Franchise locations within Eastern Canada, based in Ontario GTA. This is an exciting opportunity for an experienced multi-site leader who is…
Added 6 mins ago
BN
Waterfront Operations Coordinator
Build Nova Scotia
Halifax, NS
- Full-time
The Waterfront Operations Coordinator supports the safe, efficient, and customer-focused operation of marina facilities across the waterfront portfolio. Reporting to the Area Manager, this…
Added 6 mins ago
N
Software Developer - Cloud Platform
Nakisa
Montreal, QC
- Full-time
…Real Estate (CRE). Our cloud platform powers mission-critical operations for 1,100+ organizations in 135 countries and serves millions of…
Added 6 mins ago
MM
Manager, District Sales - DSM
Mitsubishi Motor Sales of Canada, Inc.
ON · Ontario, Canada
- Full-time
The District Sales Manager will act in a business consultant capacity to assist MMSCAN dealers to sell Mitsubishi vehicles, parts and accessories, while providing their customers with a…
Added 6 mins ago
CS
Operations Intern
Crestview Strategy
ON · Ontario, Canada
- Full-time
As an Operations intern, you will be working closely with the Ofﬁce Manager who will provide you the direction and coaching with real hands-on projects and daily tasks. Crestview Strategy…
Added 6 mins ago
T
FP Client Service Associate
TD
Toronto, ON
- Full-time
Develop and foster strong productive relationships with the Financial Planners, their clients and our operations team
Added 6 mins ago
C
Part-Time Manager
Claire's
St. John's, NL
- $16 to $17 USD / hour
- Part-time
Team Collaboration: Support your Store Manager by motivating the team, sharing sales tips, and creating a positive, high-energy vibe that customers (and coworkers) love.
Added 6 mins ago
RD
SAP Functional Consultant
Randstad Digital
Toronto, ON
- Contract
Provide Level 2 support, partnering with Business Analysts and end-users to troubleshoot and resolve system issues impacting daily business operations.
Added 6 mins ago
SS
Senior Account Manager - HVAC - Ontario
Summit Search Group
ON · Ontario, Canada
- Full-time
Our client is a growing HVAC and building products organization seeking a full-time Senior Account Manager to support continued business growth across Ontario. This position will involve…
Added 6 mins ago
N
Software Developer - Applications
Nakisa
Montreal, QC
- Full-time
…Real Estate (CRE). Our cloud platform powers mission-critical operations for 1,100+ organizations in 135 countries and serves millions of…
Added 6 mins ago
N
Talent Acquisition Sourcer
Nakisa
Montreal, QC
- Full-time
…Real Estate (CRE). Our cloud platform powers mission-critical operations for 1,100+ organizations in 135 countries and serves millions of…
Added 6 mins ago
N
Implementation Consultant
Nakisa
Montreal, QC
- Full-time
…Real Estate (CRE). Our cloud platform powers mission-critical operations for 1,100+ organizations in 135 countries and serves millions of…
Added 6 mins ago
RT
Spécialiste, ESG et approvisionnement durable | Specialist, ESG & Sustainable Procurement
Rio Tinto
Montreal, QC
- Full-time
Façonnez l’intégration des facteurs environnementaux, sociaux et de gouvernance (ESG) dans l’approvisionnement, la gestion des fournisseurs et les contrats des opérations de l’Atlantique.
Added 6 mins ago
N
Product Manager
Nakisa
Montreal, QC
- Full-time
Join Nakisa as a Product Manager – IWMS, responsible for driving the growth, adoption, and success of Nakisa's Integrated Workplace Management System (IWMS) product portfolio, including…
Added 6 mins ago
BC
Registered Nurse - C7 Palliative & Medically Complex Care
Brant Community Healthcare System
Brantford, ON
- Full-time
…well as other organizational tasks related to patient unit operations and acts in a clinical leadership role in the coordination of patient care for all assigned patients. Reporting to the…
Added 6 mins ago
RE
Financial Analyst
Regina Exhibition Association Limited (REAL)
Regina, SK
- Full-time
Reporting to the Manager, Financial Operations, the Financial Analyst is a business partner responsible for monitoring the financial and non-financial performance of the Regina Exhibition…
Added 6 mins ago
BC
Registered Nurse - Medical B7
Brant Community Healthcare System
Brantford, ON
- Full-time
Investing in You – Access to a centralized Education Fund, tuition support, and professional development opportunities.
Added 6 mins ago
D
National Manager, Mailroom, Warehouse & Kitting
Dynacare
Brampton, ON
- Full-time
The National Manager, Mailroom, Warehouse & Kitting will be accountable to ensure safe, regulatory compliance for the operational aspect of transporting all dangerous goods required by the…

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.

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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