Manager - Process Coach

About the role

The Manager – Process Coach oversees the performance of lead Coaches and Assistant Managers, ensuring end-to-end management of floor support and training/post-training effectiveness. This role is responsible for strategy, training request management & delivery, escalation handling, and driving improvements across training support systems.

What you'll do

• This position may perform all or most of the primary duties listed below
• Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team…
• Set and monitor utilization targets and resolution rates for the Process Coach team
• Oversee the execution of support schedules, coaching interventions, and performance tracking
• Collaborate with training and onshore teams to ensure knowledge consistency and process accuracy

What you need

• Learning and development
• Any graduate