Leadership Capability Coach

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.
  
  

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Working Arrangement

Hybrid