Lead call center learning strategy at ATB Financial’s Calgary Campus, using performance data and hands-on facilitation to prepare banking advisors. This primarily on-site role shapes onboarding for Everyday Financial call center teams. As Manager, Client Care Learning & Development, you will architect onboarding, continuous learning, and product rollout programs. You will lead Performance Coaches, refine curricula through client care metrics, and support compliant specialists entering live-call environments. The work combines strategic leadership with classroom delivery and team development. Key Responsibilities:
Own onboarding, continuous learning, and product rollout training strategy Use learning and client care metrics to refine curricula Manage, observe, coach, and develop Performance Coaches Evaluate team structures, processes, roles, and responsibilities Facilitate training sessions and align stakeholder expectations Requirements:
Seven-plus years of Learning and Development experience Three-plus years leading teams in high-volume operations Expertise in call center training and multimode learning Banking experience with FINTRAC and retail banking regulations Experience with LMS platforms and call recording software Bring strategic leadership, call center expertise, and facilitation skills to develop high-performing ATB banking advisors in Calgary.
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