Hybrid Effectiveness Coach and Learning Specialist

About the role

This position focuses on coaching and training CMR teams to deliver an enhanced client experience through approved coaching and learning programs. You will drive overall team effectiveness, balancing client satisfaction with operational and compliance risk mitigation.

Key responsibilities

• Facilitate advancement through RBC Collections Skills Coaching programs and ongoing skill development for assigned employees.
• Provide client‑first coaching using observations, side‑by‑side sessions, playback reviews and role‑plays.
• Partner with people managers to boost employee capability and engagement through focused coaching routines.
• Support change initiatives, helping employees understand the rationale and business impact.
• Utilize coaching activities that improve call handling efficiency and compliance results.

Required profile

• Undergraduate degree in Finance, Marketing, Business Management or a related field.
• Passion for coaching individuals to improve performance and client experience.
• 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

What we offer

• Opportunity to make a lasting impact on client experience and team performance.
• Dynamic, collaborative and high‑performing work environment.
• Potential for progressive responsibility and career growth.