Job Purpose

• The Product Coach coaches and trains according to the business and training needs for the specified business area.
• We’re looking for a strategic and experienced Product Coach to support the transformation of our Client Services function within a modern Digital Behavioral Bank. This role focuses on building product thinking, continuous improvement, and customer-centricity across all servicing channels—including AI-powered chat, call center operations, and escalation management

Areas of responsibility may include but not limited to 

• Coach multidisciplinary teams to evolve their practices, leveraging data, behavioral science, and product-led principles to deliver exceptional, scalable service experiences. From chatbot interactions to complex call escalations, you’ll help teams focus on solving real customer problems with empathy and impact.
• Agile Coaching approach to improve both digital and human-led support interactions.
• Guide teams in Call conversational design, AI-human handoff flows, and chatbot performance optimization
• Identifies knowledge and skills gaps within Client Service team through performance trend analysis.
• Strategize, plans, design and conduct coaching interventions on a monthly basis that focuses on closing identified gaps across the client services.
• Increases the skill levels of staff through targeted coaching interventions.
• Collaborate with different stakeholders within the bank to extracts learnings which could benefit the different businesses.
• Maintains accurate and complete coaching and assessment records.
• Provides timely and regular feedback to management and team leaders on coaching, trends and training needs. Collaborate with client service leaders to introduce product-driven approaches to call handling, script optimization, agent tooling, and performance tracking
• Oversee the competency of new recruits during the soft-landing phase.
• Ensures awareness and knowledge of new systems functionality, review of SOP’s, products are embedded within the team.
• To ensure a deep understanding of all processes and systems the Product Coach is required to spend approximately 25% of his/her time performing the day-to-day tasks within the business unit.
• Provide input and sign-off on training scenarios, content including knowledge assessments.
• Stakeholder management within Service and Operations, including cross functional business within Discovery.
• Introducing TL and Management level interventions and programs for performance enhancement and leadership improvement.
• Support and assist with SOP’s reviews based on analysis done within the business.
• Constant review of knowledge management systems, including updating product and process information.
• Identify and reduce friction points that lead to escalations.
• Create toolkits, training, and playbooks for product-minded service improvement across both digital and human channels.
• Facilitate workshops and coaching engagements across service operations, product, and design functions.

Personal Attributes and Skills

• Has a passion for coaching, training, and people development.
• Customer and Quality focused.
• Motivating self and others.
• Influencing and persuading.
• Excellent time management.
• Attention to detail.
• Pro-active / Taking initiative.
• Ability to work under pressure.
• Analytical thinking / problem solving.
• Flexible.
• Deadline conscious.
• Knowledge of MS Excel, MS Word, MS Outlook, MS PowerPoint, GPT’s.
• Quality-focused.
• Strong interpersonal skills.
• Ability to work independently with minimal supervision, as well as within a group.
• Coaching skills.
• Presentation and facilitation skills.
• Knowledge of best practice coaching principles advantageous.

Education and Experience

• Degree or National Diploma with subjects relating to training or coaching
• Previous training or coaching experience is advantageous
• Adult education, facilitation, or coaching.
• At least 2 years specific product knowledge of various products and servicing experience in the Client and Product Operations environments