Capability Coach

2 days ago

Wyong, Australia ING Full time

**Are you a creative problem solver who loves to help people grow?**:
**Move your career as a Capability Coach today**:
It’s a fun and exciting time to look for your next opportunity at ING, and we are looking for a passionate **Capability Coach** to join our high performing **Contact Centre.**

If you’re passionate about helping people grow and succeed, and helping to shape the future of our business, keep on reading

**What are you going to do? You will be**
- Reviewing performance metrics and calls to uncover knowledge and skill gaps.
- Facilitating one on one coaching with Customer Care Specialists, support teams, and Team Leaders to provide feedback and opportunities for enhanced learning.
- Conducting post training competency assessments and record in the learning management system.
- Supporting mentor and upskill training to ensure new staff are adequately supported when they hit the floor.
- Supporting Team Leaders during coaching conversations related to capability by providing evidence of competency, observational notes, and learning support plans.
- Facilitating post training group sessions to enrich existing knowledge and skills.
- Effectively rolling out changes to the Contact Centre population and provide floor support post implementation to minimise disruption.

**What are we looking for? Someone who has**
- Demonstrated experience in a similar role.
- Strong coaching and leadership experience, preferably within a contact centre environment.
- Excellent presentation and communication skills, with the ability to build rapport with stakeholders from all levels.
- Experience in conflict management and performance management.
- An analytical and solution focused mindset, who is flexible and adaptable to change.
- A genuine passion for helping others succeed and supporting their development.

**What are the benefits for you?**
- Parental Leave of up to 14 weeks paid leave for eligible employees.
- Annual rest day
- Encouraged work/life balance, with a flexible combination of work from home and work in office
- Open and dynamic team environment
- Employee Wellbeing Program so that you can be your “Best You”
- Free onsite parking

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We give people the freedom to take risks, stay curious and think differently, and seek new and better ways to make things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

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