Lead Capability Coach

6 months ago

Auckland City, New Zealand Auckland Transport Full time

Auckland Transport is leading the development of transport infrastructure and solutions that enable healthy and accessible communities.

Regardless of your choice to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will create a vibrant and connected Auckland.

We are on a journey and working to shape our organisation through an ambitious transformation programme providing for more effective and efficient AT.

Delivering Auckland's transport solution on such a mammoth scale is no mean feat and we need a talented team to ensure we are up to this task.

**Te Whiwhinga mahi | The opportunity**

We are seeking two Lead Capability Coaches who will enable and support the Customer Services Group capability by driving change and growth with leaders, teams and individuals to continuously improve and achieve overall high performance, skill and capability.

Taking ownership of positive behavioural change, the Lead Coach will work every day alongside Customer Service Leaders, Case Managers & Business Partners to build, maintain and evolve process, tools and skill that ensures our people are supported, guided and enabled to deliver customer excellence.

Additionally, this position offers an operational perspective on our front-line performance in terms of customer success as defined by metrics such as voice of customer, customer satisfaction, and service delivery. Identification of operational performance trends, training requirements, and coaching and development opportunities that enable continual improvement within the Customer Service Group through both internal and external customer outcomes.

**_ Due to operational requirements this role is 100% office based._**

**Ko koe tēnei | About you**

As a successful Lead Capability Coach you will be bold, ambitious and always looking for innovative ways to deliver business outcomes. You will also have:

- At least 6-7 years' experience working in large / complex organisations in a role that has a focus on improving the customer / user experience utilising design and agile methodologies
- Relevant business degree/equivalent qualification, or experience in a similar role
- Tertiary qualification in psychology or the study of human behaviour
- Qualification OR evidential experience in training others and the facilitation of a product with effective engagement of stakeholders across a diverse audience
- Evidential experience in delivering transformational change designed to deliver improved service experience
- A strong narrative aptitude with the ability to influence thinking and create clarity and written/verbal excellence
- Experience driving change and growth in people and performance development
- The ability to establish and utilise effective reporting and processes to monitor performance and analyse trends
- Experience in using and analysing data within CRM or similar technology
- Excellent verbal and written communication skills combined with effective facilitation technique
- Ability to deal with ambiguity and adapt approaches when required
- A growth mindset with an ability to evoke this in others and strives for excellence
- Is a highly effective thought leader and coach/mentor

**Ko wai mātou | About us**

At AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. **Manaakitanga**:

- We care, **Tiakitanga** - Safe with us, **Whanaungatanga** - We connect, **Auahatanga**:

- Better, bolder, together.

In addition, our Flexible Working initiative empowers our people to work flexibly whilst meeting the needs of our customers, the organisation and the individual.

In addition, we also offer:

- Investment in your professional development and training
- Opportunity for greater leadership and accountability
- Modern CBD (Wynyard Quarter) waterfront-based office
- Paid parental and partner leave
- Study assistance
- Health and Wellbeing benefits
- Professional memberships

LI-KL1

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