Leadership Capability Coach

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.

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.

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽

最大程度地保留原文信息，請瀏覽 Manulife 官方網站。若需英文原文，請參考公司官方網站的職位頁面。

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 。

Working Arrangement

混合式