At ATB, we exist to make it possible for our clients, team members and communities. In fact, we’re consistently recognized as one Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.We're on a continuous journey to build the most flexible and inclusive programs.We want to enable your success through interesting and challenging work, performance enablement, and learning and development.Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. 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. 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.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 New Hire Attrition - to identify patterns, refine the onboarding curriculum, and meaningfully shape the new hire experience.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.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.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 recent 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.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.

Demonstrated experience as a true People Leader, with a proven ability to manage, coach, and develop entry‑level and developing specialists to high-quality outcomes.Multi-Vertical Training Specialist: Expert in call center training craft with a "product-agnostic" approach to learning design.

Educational Foundation: Professional designations such as CPHR or CTDP are considered a strong asset.Technical Fluency: Experience working with modern Learning Management Systems (LMS) platforms and call recording software, leveraging technology to enhance the learning process.Adaptive Training Design: Proven track record of building and delivering effective call center learning programs across various verticals. You possess the ability to quickly pivot and apply your craft to the Alberta retail banking landscape, ensuring training is culturally and regionally relevant to our specific member‑base.This role is primarily based on‑site at our Calgary Campus office (3699 63 Ave NE, Calgary, AB).We encourage candidates from all work backgrounds, equity‑seeking communities and experience levels to apply. We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way.

Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relationsprogram created by the Canadian Council for Aboriginal Business.If you are shortlisted, you’ll hear from us after the posting closes. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to. #

📌 Manager, Client Care Learning & Development (Call Center) (Winnipeg)
🏢 Avenue.io
📍 Winnipeg