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. Responsibilities Coaching & Development: Deliver on-the-job coaching to team leaders, managers and directors to strengthen leadership capabilities. Coaching routines: Design and implement coaching routines aligned with performance enablement strategies. Feedback: 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 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. Job Requirements (Knowledge, Skills & Competencies) Post-secondary education and equivalent business experience 3-5 years of experience in Coaching, Leadership Development, or performance enablement, preferably with a 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 Working Arrangement Hybrid Seniority level Mid-Senior level Employment type Full-time Job function Human Resources Industries Insurance Manulife is an Equal Opportunity Employer. We embrace diversity and are committed to fair recruitment, retention, advancement and compensation without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex, sexual orientation, gender identity or expression, age, disability, or any other protected status. A Human Resources representative will provide reasonable accommodation during the application process if requested. #J-18808-Ljbffr