The Opportunity:

Our client is an innovative, customer focused financial services company renowned for their inclusive and empowering culture. To further strengthen their focus on customer experience, they have created a brand new Coaching Manager role aimed at developing and executing coaching programs to elevate performance across all levels, ensuring consistent, exceptional service.

Key Responsibilities

Coaching and Mentoring: Partner with leadership to identify performance gaps and create customised coaching plans for team leaders and agents. Implement ongoing development programs to enhance team performance.

Subject Matter Expertise: Act as the go-to expert for customer service best practices, providing practical solutions and guidance to maintain high quality service standards.

Performance Reporting: Track and report on coaching outcomes, presenting insights and improvement opportunities to senior leadership.

So who are you?

You are an experienced leader with a background in contact centre operations and a passion for coaching and development. You are skilled in creating practical and engaging coaching programs aligned with business goals. You will also have:

A focus on driving innovation, improving customer experience strategies, and optimising service delivery.

A proven ability to coach teams through change, fostering a culture of continuous improvement.

A strong grasp of quality assurance practices within a contact centre environment.

Experience in the financial services industry and/or client service and collections is a plus.

A solid understanding of regulatory requirements and best practices.

This is an exciting opportunity to contribute to a company shaping the future of financial services. If you thrive in collaborative environments and are results-driven, you’ll fit right in.

Benefits

Ongoing Development: Access to training and career growth opportunities.

Recognition: Celebrate achievements through internal recognition programs and diversity initiatives.

Flexible Working: Hybrid work model for a healthy work-life balance.

Health and Wellness: Enjoy gym memberships, discounted health insurance, and discounted financial products.

We are actively interviewing, please apply via the link on the website.