Effectiveness Coach, Learning Specialist

RBC

RBC banking coach developing collections teams through training and performance coaching. Improving client experience, compliance, and operational effectiveness.

Posted 9/4/2026full-timeChaguanas • 🇹🇹 Trinidad and TobagoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in coaching and developing teams to enhance performance and client experience, with a strong focus on operational compliance and continuous improvement. Proficient in utilizing effective communication and observational techniques to foster employee engagement and capability.

Highest-signal resume keywords

Coaching And TrainingOperations Business ProcessCommunication SkillsClient ExperienceContinuous Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Coaching ProgramsTalent ManagementQuality AssurancePerformance MetricsCompliance RequirementsBusiness ManagementObservational CoachingService CapabilitiesProcess ImprovementClient Handling

Soft Skills

AdaptabilityFlexibilityEffective FeedbackActive ListeningConsultative Approach

Industry Keywords

Client First PrinciplesRBC Collections SkillsEmployee EngagementQuality CoachingOperational Risk

About the role

Key responsibilities & impact

Coach and train CMR teams through approved coaching and learning programs
Focus on team effectiveness and performance, including quality coaching, effective feedback, talent management, quality, accuracy, and efficiency
Identify continuous improvement opportunities while balancing client experience and operational/compliance risk
Support team members through RBC Collections Skills Coaching programs and ongoing skill development
Demonstrate Client First principles through observational coaching, active listening, and modelling
Partner with people managers to improve employee capability and engagement
Conduct on-the-floor observations, side-by-side coaching, playback room reviews, role play, and plug-ins
Coach employees to master targeted proficiencies and service capabilities defined in the Stairway to Success
Support team change initiatives and explain connections to business objectives
Use coaching activities to enable effective call handling and optimize client availability

Requirements

What you’ll need

Undergraduate Degree in Finance, Marketing or Business Management
Ability and passion to coach and develop individuals relative to performance and productivity and superior client experience
Strong knowledge and experience in Operations business process, policy and procedures and compliance requirements
Strong and demonstrated communication skills both verbal and written
Ability to prioritize and meet conflicting demands
Consultative, highly adaptable, flexible and effective

Benefits

Comp & perks

Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
Opportunities to take on progressively greater accountabilities