Operational Excellence Training and Performance Coach

Role Overview: To support with building and maintaining a consistently excellent level of quality and performance across all front line and processing OpEx teams. The Training and Performance Coach will use key data, analytics and feedback to train, develop and support colleagues across all of the Mortgage Origination Operational Excellence teams to achieve optimum levels of quality and performance, in order to provide a great service to our customers, achieved through monitoring delivery against company processes and policies, trend analysis, high quality training and coaching, sharing of best practice and continuous improvement. This role forms a key part of our operational controls and risk management.

Key Responsibilities:

• Support the training and development of all new Operational Excellence colleagues, ensuring a consistent level of capability across the teams aligned to our Training and Competency policies.
• Use expert knowledge and experience to achieve consistently high standards of customer service across all operational activities, including telephony and processing teams.
• Track team-level performance and use trend analysis techniques to identify areas for focused improvement.
• Use effective coaching methods and best practice, working with team managers, to support individual performance improvement, supporting the delivery of great customer outcomes through good quality feedback and timely 1 to 1 coaching conversations, focusing on strengths and areas for improvement and providing actionable feedback and personalised development plans.
• Track and report performance and capability within the teams, setting goals and plans to achieve them.
• Analyse standard operational and telephony performance metrics to guide focused development. Present insights and recommendations to leadership to drive continuous improvement.
• Shape and compile new starter and operational training and refresher material ensuring regular reviews are conducted with required record keeping and controls in place.
• Facilitate training refreshers and workshops to address common performance gaps.
• Create, own and deliver a structured training and development delivery plan.
• Undertake quality assessments in line with our Control Framework providing feedback and coaching where required.
• Be proactive, visible and engaging with all Operational Excellence teams, and build strong working relationships through communication, support, understanding and delivery.
• Take a continuous improvement approach to your own skills, exploring different coaching strategies and tools to optimise your impact on the teams’ performance.
• Be an advocate of new initiatives, leading the way in adopting new ways of working and supporting colleagues to adapt to change. Support initiatives to enhance customer satisfaction and operational efficiency.
• Be knowledgeable in all policies and procedures across the operation.
• Seek opportunities to build knowledge across all operational teams i.e. Underwriting.
• Act as a role model for Vida behaviours.
• Work closely with team managers and seniors across Operational Excellence to support their teams in providing excellent service and performance, along with the Underwriting Training Manager to ensure consistency of approach across New Business Operations.

Requirements:

• Proven experience in a contact centre environment, preferably in a quality assurance or coaching role.
• Strong understanding of operational processes, telephony systems, call metrics, and customer service best practices.
• Experience of coaching and supporting colleagues through empathy and active listening, constructive feedback delivery and effective actions.
• Experience in creating and running training and the training plans.
• Analytical mindset with the ability to interpret data and translate it into actionable insights.
• Experience of achieving results through others using established training and coaching techniques.
• Experience of operating in a customer engagement role where service is paramount.
• Excellent customer service skills.
• Confident in having challenging conversations with colleagues.
• Excellent communication, interpersonal, and coaching skills.
• Comfortable with working with several different operational processes.
• Ability to prioritise and remain calm under pressure.
• Excellent stakeholder management.
• Good computer literacy especially in MS Office.
• Attention to detail.
• Problem-solving and critical thinking.
• Adaptability and continuous learning.
• Enthusiastic and enjoys working as part of a team.
• Specialist mortgage operations knowledge (preferred).
• Certification in coaching, training, or quality assurance is a plus (preferred).

Benefits: We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.