Leadership Capability Coach

1 week ago

Cebu City, Philippines Manulife Full time

Overview

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.

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.
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