Job Title

Core Responsibilities Establish a structured, data-driven coaching framework that enables line managers to proactively address performance gaps and elevate team capability. Monitor and assess coaching frequency and quality, ensuring that line managers conduct effective one -to-ones and hold employees accountable for performance improvements. Ensure that line managers are fully equipped to coach employees based on NPS trends, customer experience data, agent performance scores, and operational KPIs. Develop structured interventions for bottom-quartile performers, working with line managers to implement action plans that drive measurable improvement. Support the coaching of high-potential employees, ensuring that talent development is structured and aligned with career progression frameworks. Track line manager engagement with coaching, ensuring that managers are actively involved in mentoring, coaching, and developing their teams. Align performance coaching with structured skills pathways, ensuring that line managers receive training on coaching methodologies, and feedback models. Collaborate with Group Learning and Skills to identify skills gaps within operational leadership, ensuring that training programs align with job architecture and future workforce needs. Ensure that coaching conversations include structured career development discussions, supporting long-term workforce capability-building. Ensure that new hires receive structured coaching support from their Line Managers during their on-job learning phases, ensuring a smooth Experience Requirements 2+ years of coaching experience. Proven experience in performance management coaching. Experience in financial services, contact centre operations, or regulated industries, supporting line manager development. Track record of improving operational performance metrics through structured coaching interventions. Knowledge Requirements Voice & communication coaching certification is desirable. Microsoft – Word, Excel and PowerPoint are essential. Skill and Competency Requirements Exceptional communication skills are essential (verbal and written). Excellent skills (verbal and written) Expertise in performance coaching and KPI-driven coaching. Strong understanding of customer service coaching. Basic Proficiency in coaching effectiveness reporting. Collaboration and Engagement. Planning and attention to detail. Ability to manage conflict. Gap analysis and solutioning. Emotional intelligence to manage different people and situations.