Hybrid Effectiveness Coach and Learning Specialist

About the role

This position combines coaching and learning expertise to elevate the performance of CMR teams delivering an enhanced client experience. You will work in a hybrid setting, balancing on‑site observations with remote support, and align initiatives with the organization’s business objectives and collective ambition.

Key responsibilities

• Facilitate advancement through RBC Collections Skills Coaching programs and ongoing skill development for assigned employees.
• Deliver client‑first coaching using on‑floor observations, side‑by‑side sessions, playback reviews, role‑play, and plug‑ins.
• Partner with people managers to boost employee capability, engagement, and service quality.
• Support change initiatives, helping teams understand the rationale and business impact.
• Utilize coaching techniques that improve call handling, client availability, and compliance outcomes.

Required profile

• Undergraduate degree in Finance, Marketing, Business Management, or a related field.
• Passion for coaching and developing individuals to achieve superior client experiences.
• Strong knowledge of operations processes, policies, procedures, and compliance requirements.
• Excellent verbal and written communication skills.
• Ability to prioritize competing demands, adapt quickly, and work consultatively.

Required skills

• Coaching and performance‑development techniques.
• Understanding of compliance and operational risk management.
• Effective observation and feedback delivery.

What we offer

• Opportunity to make a lasting impact on client experience and team performance.
• Dynamic, collaborative, and high‑performing work environment.
• Pathways to take on greater responsibilities over time.