Manager, Client Care Learning & Development (Call Center)

About the Role

At ATB Financial, we empower our team to succeed from day one. As Manager, Client Care Learning & Development, you will be the chief architect of the onboarding journey for our Everyday Financial (EFS) call center advisors. EFS is at the forefront of ATB's retail and small business clients, with over 280 branches, agencies, client care, and entrepreneur centers across Alberta, supported by our robust digital and online systems. This is not a role for a bystander - you will lead and mentor a team of Performance Coaches who are the first point of contact for every new recruit. Your strategic leadership will be instrumental in transforming new hires into high-performing, compliant banking specialists ready for the intensity of a live-call environment. To succeed, you must possess hands-on expertise in Learning and Development specifically within a high-volume call center. Beyond coaching, you will be a strategic leader, continually assessing the structure and capabilities of your team to ensure maximum impact, and you will be ready to step into the classroom to facilitate learning yourself, modeling excellence for your coaches.

Accountabilities

As the leader of this critical function, you will be expected to:

• Own Call Center Learning & Training Strategy: Be dialed in on the understanding of what the programs needs relative to the business needs and very focused on implementation delivery of the training programs (onboarding, continuous learning, new product rollouts) ensuring effectiveness through measurement and feedback loops.
• Drive Performance Through Data: Strategically leverage both learning and client care metrics - including, but not limited to Average Handle Time (AHT), Quality Assurance scores, Client Experience, Learning Completion, Learning Proficiency and New Hire Attrition - to identify patterns, refine the onboarding curriculum, and meaningfully shape the new hire experience.
• Cultivate High-Performing Teams: Manage and develop your team of Performance Coaches, making time for regular observation and direct feedback to ensure they are driving high-quality outcomes both in the classroom and during the "nesting" phase. You will also be key in providing coaching and development to ensure their ongoing growth.
• Strategic Team Evaluation: Proactively and tactfully assess the current structure and makeup of the Learning and Development team, identifying opportunities to evolve processes, roles, and responsibilities to align with future business demands and ensure sustained efficiency and effectiveness.
• Hands-on Facilitation: Maintain your skills and expertise by stepping in to facilitate key training sessions as needed, providing inspirational leadership and acting as a subject matter expert for both your team and new hires.
• Manage Stakeholder Alignment: Work with your direct leader who is the primary point of contact for our Client Care stakeholders, managing expectations and ensuring that graduates meet or exceed the specific performance standards required by the business upon leaving the classroom.

Knowledge, Skills and Experience

The successful candidate will demonstrate a unique blend of strategic leadership and hands-on operational excellence:

• Contact Center Learning and Development Mastery: A minimum of 7+ years in Learning and Development, with at least 3 years leading teams in a high-volume operational environment. You understand the unique pressures of the "speed to green" metric, nesting, and live-call monitoring. You also bring expertise in multimode learning methodologies to oversee the design and delivery of large-scale programs across various platforms.
• Proven People Leadership: Demonstrated experience as a true People Leader, with a proven ability to manage, coach, and develop entry-level and developing specialists to high-quality outcomes.
• Multi-Vertical Training Specialist: Expert in call center training craft with a "product-agnostic" approach to learning design. You bring the added value of deep experience in the banking sector, proving your ability to master and teach high-complexity subjects - like FINTRAC and retail banking regulations - across diverse learning technologies and in-class environments.
• Educational Foundation: A University degree in Business, Education, or Human Resources is preferred. Professional designations such as CPHR or CTDP are considered a strong asset.
• Technical Fluency: Experience working with modern Learning Management Systems (LMS) platforms and call recording software, leveraging technology to enhance the learning process.
• Adaptive Training Design: Proven track record of building and delivering effective call center learning programs across various verticals. You possess the ability to quickly pivot and apply your craft to the Alberta retail banking landscape, ensuring training is culturally and regionally relevant to our specific member-base.

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 [redacted]

Stay in touch
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