Leadership Capability Coach

Requirements

• Experience in a matrixed or global organization is a valuable asset.
• Demonstrated capability in providing valuable on-the-job coaching and facilitating productive feedback discussions.
• Strong understanding of performance metrics and data-driven coaching strategies.
• Skilled in adult learning principles and leadership development methodologies.
• Excellent communication and social skills, with the ability to build trust and influence without authority.
• Familiarity with coaching platforms, performance dashboards, and proficiency in Microsoft Office Suite; experience with Salesforce or other contact centre platforms is a plus.
• When you join our team:
• We'll empower you to learn and grow the career you want.
• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we'll support you in shaping the future you want to see.
• About Manulife and John Hancock
• Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .
• Manulife is an Equal Opportunity Employer
• Working Arrangement
• Hybrid

Benefits

Additional Information

Become a Leadership Capability Coach and help enhance leadership effectiveness for contact center leaders. Support with mentorship, aligning leadership with organizational goals, and using insights to improve performance. What makes this opportunity outstanding? At Manulife, you'll be part of an ambitious team dedicated to encouraging world-class leadership within our customer service division. You will have the chance to build and develop leaders who are pivotal in delivering exceptional customer experience. This role is perfect for someone who is passionate about coaching, thrives in a collaborative environment, and is committed to driving flawless execution. Position Responsibilities: Provide on-the-job coaching and cultivate leadership skills for team leaders, managers, and directors. Develop and implement coaching routines aligned with performance enablement strategies. Use performance data to guide coaching priorities and provide insights for performance improvement. Ensure coaching practices align with organizational goals and develop a customer-obsessed culture. Identify operational challenges and integrate industry protocols for continuous improvement. Develop an inclusive work environment, acting as a communication liaison frontline teams and leadership. Required Qualifications: Post-secondary education in Business, Human Resources, Psychology, Adult Education, or a related field. 3-5 years of experience in coaching/mentoring, leadership development, or performance enablement, preferably in a contact centre or customer experience environment. Experience assisting frontline leaders (e.g., Team Leads, Managers) through coaching and growth.

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