At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you—the unique, authentic you—to feel secure and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

Leadership is in our DNA at ATB, reflecting our commitment to developing world-class leaders who can truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready to deliver impactful leadership every day.

About the Role

At ATB Financial, we empower our team to succeed from day one. As Manager, Client Care Learning & Development, you will be the chief architect of the onboarding journey for our Everyday Financial (EFS) call center advisors. EFS is at the forefront of ATB’s retail and small business clients, with over 280 branches, agencies, client care, and entrepreneur centers across Alberta, supported by our robust digital and online systems.



This is not a role for a bystander - you will lead and mentor a team of Performance Coaches who are the first point of contact for every new recruit. Your strategic leadership will be instrumental in transforming new hires into high-performing, compliant banking specialists ready for the intensity of a live-call environment. To succeed, you must possess hands‑on expertise in Learning and Development specifically within a high‑volume call center. Beyond coaching, you will be a strategic leader, continually assessing the structure and capabilities of your team to ensure maximum impact, and you will be ready to step into the classroom to facilitate learning yourself, modeling excellence for your coaches.

Accountabilities

As the leader of this critical function, you will be expected to:

- Own Call Center Learning & Training Strategy: Be dialed in on the understanding of what the programs needs relative to the business needs and very focused on implementation delivery of the training programs (onboarding, continuous learning, new product rollouts) ensuring effectiveness through measurement and feedback loops.
- Drive Performance Through Data: Strategically leverage both learning and client care metrics - including, but not limited to Average Handle Time (AHT), Quality Assurance scores, Client Experience, Learning Completion, Learning Proficiency and Recent Hire Attrition - to identify patterns, refine the onboarding curriculum,



and meaningfully shape the new hire experience.
- Cultivate High-Performing Teams: Manage and develop your team of Performance Coaches, making time for regular observation and direct feedback to ensure they are driving high-quality outcomes both in the classroom and during the "nesting" phase. You will also be key in providing coaching and development to ensure their ongoing growth.
- Strategic Team Evaluation: Proactively and tactfully assess the current structure and makeup of the Learning and Development team, identifying opportunities to evolve processes, roles, and responsibilities to align with future business demands and ensure sustained efficiency and effectiveness.
- Hands-on Facilitation: Maintain your skills and expertise by stepping in to facilitate key training sessions as needed, providing inspirational leadership and acting as a subject matter expert for both your team and current hires.
- Manage Stakeholder Alignment: Work with your direct leader who is the primary point of contact for our Client Care stakeholders, managing expectations and ensuring that graduates meet or exceed the specific performance standards required by the business upon leaving the classroom.

Knowledge, Skills and Experience

The successful candidate will demonstrate a unique blend of strategic leadership and hands‑on operational excellence:

- Contact Center Learning and Development Mastery: A minimum of 7+ years in Learning and Development, with at least 3 years leading teams in a high-volume operational environment. You understand the unique pressures of the "speed to green" metric, nesting, and live-call monitoring. You also bring expertise in multimode learning

📌 Client Care Learning (Calgary)
🏢 Culture Alberta
📍 Calgary