Coaching Manager

7 months ago

مصر, Egypt HSBC Full time

-Job description

**Why join us**:
To continuously provide high quality processing GPS services to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). The role of the Collections Coaching Manager is to provide coaching to FSM’s/FSA’s who have completed their formal training and Academy and are in the BAU environment. The Collections Coaching Manager will provide support, coaching and guidance to Collections telephony staff to ensure they are treating customers in financial difficulty fairly and protecting the bank from associated risks.

**The Opportunity**:

- Engaging with Customers/Stakeholders/Colleagues.
- Working in a Dynamic Environment.
- Working Responsibly.
- Understanding the External Marketplace.
- Customer centricity.
- Managing Business Information.

**What you’ll do**:

- The aim of this team is to undertake all call marking and associated feedback provided to the FSM/FSA, Coach a team of Financial Support Managers to deliver the best possible customer outcomes through every interaction.
- Drive a culture of customer service excellence ensuring that FSMs have the necessary skills needed to provide appropriate solutions and drive fair outcomes to customers in financial difficulty encouraging a ‘right first time’ approach., Use their creativity to make improvements to the coaching team.
- Foster a strong feedback culture within Collections, being open to constructive feedback to support your development, Develop yourself to become an expert coach, being able to flex your approach depending on your audience and personality of who you are coaching.
- Have an in depth knowledge and ability to both utilize CEM and ability to coach this. A thorough knowledge of Outcome Testing and the Protect Framework, Support colleagues to be at their best and provide training and support in both technical and soft skill capabilities.
- Be highly collaborative within the FST and wider CMB to ensure alignment for example between training, coaching and academy teams, Undertaking quality assurance assessments on a reoccurring basis to assess the quality of customer outcomes and adherence to process and procedure.
- Contribute to an engaging work environment to inspire and drive continuous development and improvement, Ensure employee wellbeing is of focus and managed accordingly where needed, Engage with multiple stakeholders across FST to ensure positive collaboration when required, Have awareness of external economic market movements that may impact our Commercial Banking customers.
- The role holder will need to be a good listener with a strong understanding of the issues that businesses can face in their daily lives and especially during an economic downturn, The role holder will treat customers, at all times, fairly and with respect both personally and as an organisation.
Requirements

**What you will need to succeed in the role**:

- Fluent in English.
- Demonstration of a high level of resilience and the ability to persevere in challenging situations is essential to this role, Knowledge and experience of the FSM role and telephony/customer service roles.
- Be confident and be able to quickly establish rapport with colleagues, Be confident to deliver feedback in a sensitive way to team members, A high level of self-motivation and positive attitude and to put our customers at the heart of everything we do.
- Product knowledge of non-complex and complex commercial products such as Small Business Banking loans and Government Lending Scheme products including Bounce Back Loans and other Government backed lending schemes, Influencing skills and ability to build positive working relationships with our customers, colleagues and stakeholders.
- Broad knowledge of the complexity of CMB customers including the differences between Sole Traders, Partnerships, Limited Companies and Guarantors and the different regulatory obligations when lending to these businesses e.g. CCA and CONC, Ability to make business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications.
- Sound knowledge of policy, procedures and systems within own work area - including CTA, Browser Main Menu, Client Vision, Document Viewer, Excel, Word, Outlook, The ability to solve practical problems, ask questions, and collect information to provide customer centric solutions taking ownership and accountability of decisions made.
- The skill to utilise multiple systems to explore the customer’s needs and bespoke requirements and the ability to check and correct problems that are not immediately evident in existing systems or processes, Be passionate and care about offering a service to our valued customers that is second to none, Ability to use data to provide useful insights and to drive changes where appropriate, Planning and organizational skills in order to manage the unexpected as well as anticipated issues or events, so that success can still be

  • Corporate Coach

    5 months ago

    مصر, Egypt Integrant Full time

    As a Corporate Coach at Integrant, you will play a vital role in supporting the professional development and growth of our employees. You will work closely with individuals and teams to help them identify and overcome challenges, develop new skills, and reach their full potential. As part of our commitment to cultivating a high-performance culture, you will...

  • Career Coach

    5 months ago

    مصر, Egypt WeAce Full time

    We are seeking experienced Executive Coaches/Mentors to join our team on a project-to-project basis. As an Executive Coach/Mentor, you will be responsible for providing tailored coaching and mentoring services to professionals across various industries and organizational levels. This role offers the opportunity to work with a diverse clientele and contribute...

  • Agile Coach

    6 months ago

    مصر, Egypt Vodafone Full time

    **Role purpose**: **Key accountabilities and decision ownership**: - Support the agile transformation and guide delivery teams through the agile journey and maturity growth by - Coaching each local market to increase their maturity against the 7 Key Scaled Agile competencies - Contributing to a comprehensive SAFe curriculum in collaboration with Grow with...

  • Student Success Coach

    7 months ago

    مصر, Egypt Strategic Education, Inc. Full time

    The Academic Coach serves as the primary contact for students from participation in first courses through completion of the degree program. The Academic Coach manages a pipeline of students by coaching, motivating, mentoring, removing barriers, issue ownership through resolutions, strategies for completion, and progress. They help students clarify key...

  • Cbu Agile Coach

    5 months ago

    مصر, Egypt Vodafone Full time

    **Role purpose**: To support Vodafone’s key strategic growth areas in Digital industry and following the Agile mind-set requires a highly capable and experienced Scrum Master. This role will be responsible for establishing an end to end agile culture within the delivery of digital channels. You will educate employees at all levels, including senior, and...

  • Voice Digital Coach

    5 months ago

    مصر, Egypt Orange Business Full time

    **About the role**: The Voice Digital Coach is responsible for delivering comprehensive support to end-users utilizing digital tools. Key responsibilities include addressing customer queries, gathering feedback, suggesting improvements, guiding portal users through functionalities, and providing periodic support information and statistics to the Digital...

  • Agile Coach vois

    5 months ago

    مصر, Egypt Vodafone Full time

    **Role Purpose**: - The agile coach will be a part of the LACE (Lean Agile Centre of Excellence) responsible for agile transformation for major initiatives using wide-range of Scaled Agile Techniques - This role works hand in hand with key stakeholders in Leadership, Technology and Product Management to set priorities and ensure implementation of the agile...

  • Mrta Coach

    5 months ago

    مصر, Egypt Shell Full time

    **Maintenance Reliability and Turnaround Coach**: Where you fit In Rashpetco is a Joint Venture company operating one of Egypt’s largest gas fields. The JV is the operator of WDDM Field supplying gas to the National Grid for internal use, and to the adjacent ELNG plant for liquids export. Shell is a major partner in both Rashpetco and ELNG. The JV also...

  • Coaching Toolpusher

    6 months ago

    مصر, Egypt Orion Full time

    **Job description**: We have a new opportunity for a Coaching Toolpusher on a contract basis. The position will be based Sinai Field Onshore & Offshore Drilling & WO rigs Position is rotational 28/28 working on Land Rigs. **Objective**: Assist and advise rig crew in performing proper operations planning and job execution, support crew safety awareness...

  • Livelihood Coach

    5 months ago

    مصر, Egypt Save the Children Full time

    **TITLE**: Livelihoods Coach**TEAM/PROGRAMME**: Refugees and Migrants Program -EAMR PROJECT **LOCATION**:Nozha Hub/Ain Shams area -Cairo**GRADE**: 6**Duration **:5 months with possible extension based on Project extension.**Child SAFEGUARDING: Level 3: The post holder will have contact with children and/or young people _either _frequently (e.g. once a week...

  • Agile Coach/ Agile Practitioner vois

    5 months ago

    مصر, Egypt Vodafone Full time

    **Role purpose**: **Key accountabilities and decision ownership**: - Support the agile transformation and guide delivery teams through the agile journey and maturity growth by - Coaching each local market to increase their maturity against the 7 Key Scaled Agile competencies - Contributing to a comprehensive SAFe curriculum in collaboration with Grow with...

  • Agile Team Coach

    5 months ago

    مصر, Egypt Merck KGaA Full time

    Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans - so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich...

  • Technical Quality Coach-german Speaker vois

    5 months ago

    مصر, Egypt Vodafone Full time

    **Role Purpose**: TProvide Technical Coaching and mentoring with all team members of incident management team to excel operation KPI and Identifies adverse performance trends, patterns and areas where improvement can be achieved. **Key Accountabilities and Decision Ownership**: - Develop and maintain technical learning paths for the incident management...

  • Agile Team Coach Usa Time Zone

    5 months ago

    مصر, Egypt Expleo Full time

    Overview: The Agile Team Coach will serve as a key member of our client's Center for Transformation team. They will collaborate closely with the CIO Staff and the IT Operations team on driving adoption of agile practices at scale. An experienced agile practitioner, they will work with IT and business partners to train and coach teams who are operating...

  • Agile Coach

    5 months ago

    مصر, Egypt Vodafone Full time

    **What you’ll do**: **Role Purpose**: - Lead the digital engineering tribe, responsible for identifying, managing, and mitigating agile cross-program risks and issues, in order to facilitate on-time delivery of capabilities and features aligned to the business outcome vision - Creating and organizing new projects on the JIRA platform, as well as...

  • Digital Account Management Manager

    6 months ago

    مصر, Egypt Microsoft Full time

    SMC South Africa: Corporate Accounts Sales Manager (ATU Lead) In SMC and Digital Sales, we have set out with the purpose to empower our customers through the unique value of the Microsoft cloud by building a globally-led, digital-first scale organization aligned with partners. Dedicated to one of the fastest growing customer segments, the Small, Medium,...

  • Coach - Chanel Beauty

    5 months ago

    مصر, Egypt Chalhoub Group Full time

    **INSPIRE | EXHILARATE | DELIGHT** For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty,...

  • Production Manager

    5 months ago

    مصر, Egypt PepsiCo Full time

    Overview: Effectively direct and manage the production operation to safely produce finished goods to meet sales and marketing demands that is consistently within quality and cost targets **Responsibilities**: - Develop annual operating plan for production - Set production area performance standards and align organization - Leads problem solving activities...

  • Sales Manager

    5 months ago

    مصر, Egypt Nawy Real Estate Full time

    Achieving growth and hitting sales targets by successfully managing the sales team. - Managing recruiting, objectives setting, coaching and performance monitoring of account managers. - Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs. - Present sales, revenue and expenses reports and...

  • Regional Sales Manager

    5 months ago

    مصر, Egypt SSC Egypt Full time

    Build, motivate and mentor a high functioning inside sales team to lead and drive sales conversations; hire new Sales Agents; typical team size of 10+ employees - Lead team members through example. Lead and coach team members through strong call coaching of their customer sales calls, demos and experience sessions over Teams - Lead team to meet and exceed...