Operational Performance Coach

The Northview Group
19 Mar 2017
18 Apr 2017
Contract Type
Full Time

Overall Purpose of Job

The role holder will responsible for supporting the Senior Management team embed a culture of strong customer conduct, through assessing, measuring and enhancing the performance of front-line teams.

Effectively coaching individuals to raise the bar on performance, the role holder will work in partnership with Team Managers & Operations Managers to develop and grow individuals in a way that achieves the individuals own development plan actions, and by ensuring role competence is maintained and exceeded in line with the Training & Competence Scheme.

Key Accountabilities

  • Build positive, consultative and engaging relationships across the business through effective communication with managers and colleagues to encourage shared learning.
  • Assess and analyse business needs and priorities with local managers, recommending solutions to address and remediate such needs through effective side by side coaching.
  • Consult, coach, mentor and train front-line teams to deliver role objectives in a way that supports the firm having a strong customer focussed conduct culture.
  • Create meaningful action plans for individuals to improve overall performance
  • Monitor and track improvements, communicating outputs regularly to Senior Management
  • Provide timely and regular feedback to individuals using established methods.
  • Assist the wider Learning & Development with the design and delivery on in-house training solutions where relevant in line with business needs.
  • Instil firm values and behaviours through effective coaching
  • Develop and maintain handy hint/job aids related to individual roles
  • Be seen as a role model across the business, demonstrating strong competence and knowledge of business policy and procedures
  • Drive for success, passion and ambition
  • Energetic - consistently able to energise colleagues to deliver exceptional performance
  • Motivational and inspiring individual
  • Consultative
  • Assertive - able to stand strong with conviction
  • Able to work solely on your own and as part of a team; with strong communication and influencing skills
  • Strong stakeholder management skills
  • Excellent English communication skills (verbal & written)
  • Focussed and delivery-driven
  • Hands on approach required and willingness to take personal accountability

Experience, Knowledge and Skills

  • Proven experience in coaching individuals to enhance performance
  • Experience in call monitoring / quality monitoring processes (desirable)
  • Level 3 or above Coaching Qualification (desirable)