Leadership Capability Coach

***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d’utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***The **Leadership Capability Coach** is responsible for enhancing the effectiveness of Contact Centre team leads through structured coaching, performance management, and strategic alignment. This role supports the development of a high-performing, customer-obsessed culture by embedding coaching routines, leveraging performance data, and fostering continuous improvement.**Key Responsibilities:****Coaching & Development*** Deliver on-the-job coaching to team leaders, managers and directors to strengthen leadership capabilities.* Design and implement coaching routines aligned with performance enablement strategies.* Facilitate feedback sessions and developmental conversations to support growth.**Performance Management*** Use performance data (e.g., outlier reporting) to guide coaching priorities.* Provide insights and recommendations to improve team leader, manager and director performance.* Contribute to performance reviews with a focus on both results and leadership behaviors.**Strategic Alignment*** Ensure coaching practices support broader organizational goals and customer obsession.* Promote a global mindset and collaborative problem-solving.**Continuous Improvement*** Identify operational challenges and propose solutions to improve efficiency and satisfaction.* Integrate industry’s best practices into coaching and training efforts.**Engagement & Communication*** Foster an inclusive and communicative work environment.* Act as a bridge between frontline teams and leadership, ensuring feedback is heard and acted upon.**Other:*** **Scope**: This role may support multiple business units and 8-12 leadership roles* **Tools/Systems used**: Any specific platforms or frameworks for coaching or performance management.* **Key outcomes**: + **Improved Leadership Effectiveness** - Observable growth in team leaders’ coaching capabilities, decision-making, and leadership behaviors. - Increased confidence and consistency in leading performance conversations. + **Enhanced Team Performance** - Positive shifts in key performance indicators (KPIs) such as customer satisfaction, quality scores, and productivity. - Reduction in performance outliers through targeted coaching interventions. + **Strategic Alignment of Frontline Leadership** - Team leaders demonstrate clear understanding and application of organizational strategy and customer obsession principles. - Coaching routines and feedback practices are aligned with enterprise goals and values. + **Culture of Continuous Improvement** - Implementation of feedback loops and improvement initiatives based on coaching insights. - Increased engagement in problem-solving and innovation at the team lead level. + **Stronger Communication & Engagement** - Improved collaboration and communication between team leaders and senior leadership. - Feedback from team leaders and frontline staff indicates higher levels of trust, inclusion, and clarity. + **Effective Use of Coaching Tools & Data** - Consistent use of performance data (e.g., outlier reports) to inform coaching priorities. - Documented coaching plans and progress tracking for team leaders.**Job Requirement (Knowledge, Skills & Competencies):*** Post-secondary education and equivalent business experience* 3-5 years of experience in Coaching, leadership Development, or performance enablement, preferably with customer experience environment.* Experience Assisting Frontline leaders through coaching and growth.* For Internal Applicants: Must at least have a rating of “successful contributor” on the recent performance review**Manulife Leadership Pillar*** **Obsess About Customers** - Customer-Centric Coaching, First Contact Resolution Enablement* **Do the Right Thing** - Integrity, Feedback Delivery, Coaching for Accountability* **Think Big** - Strategic - Thinking, Continuous Improvement, Innovation in Coaching Practices* **Get It Done Together** - Collaboration, Influencing Without Authority, Stakeholder Engagement* **Own It** - Coaching Ownership, Data-Informed Decision Making, Goal Setting* **Share Your Humanity** - Emotional Intelligence, Inclusive Leadership, Empathy* **Empower Employees** - Leadership Development, Career Pathing Support, Performance Enablement* **Grow the Business** - Coaching for Productivity, Operational Efficiency, Alignment to Strategic Priorities* **Serve Customers** - Coaching for Service Excellence, Quality Improvement, Customer Experience Enhancement***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.**À propos de Manuvie et de John Hancock**La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse .**Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi**Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à **Modalités de travail**Hybride
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