Role Purpose

The Management Leadership Coach & Mentor will be responsible for developing & delivering a strategy to enhance the leadership capability of the current management population, including Team Leaders, Operations Managers, Senior Managers, and other people leaders. The role will focus on strengthening critical soft skills and leadership behaviours to improve employee engagement, performance management, coaching effectiveness, communication, accountability, and overall operational excellence.

Working closely with operational stakeholders, the successful candidate will design and deliver structured coaching, mentoring, workshops, and practical development programmes that enable managers to lead high-performing teams while creating a positive, inclusive, and customer-focused culture.

Key Responsibilities

Leadership Development

• Assess current leadership capability across the management population.
• Design and implement leadership development programmes tailored to a Shared Service environment.
• Develop leadership frameworks, competency models, and behavioural standards.
• Support leaders at all levels in building confidence, credibility, and management effectiveness.

Coaching & Mentoring

• Deliver one-to-one coaching sessions for Team Leaders, Operations Managers, and Senior Leaders.
• Provide ongoing mentoring to support behavioural change and capability development.
• Create personalised development plans aligned to business objectives.
• Observe leaders in operational environments and provide constructive developmental feedback.

Soft Skills Training

Design and facilitate programmes covering:

• Effective communication and active listening
• Emotional intelligence
• Coaching and feedback techniques
• Performance management
• Difficult conversations
• Conflict resolution
• Building accountability
• Employee engagement
• Motivation and recognition
• Influencing and stakeholder management
• Leadership presence
• Change management
• Resilience and wellbeing
• Team dynamics and collaboration
• Problem-solving and decision-making

Performance Improvement

• Support leaders in improving team engagement, productivity, and performance outcomes.
• Coach managers on conducting effective performance reviews and development conversations.
• Identify behavioural barriers impacting team performance and implement corrective coaching strategies.
• Partner with operational leaders to improve manager effectiveness and employee retention.

Learning Programme Delivery

• Facilitate engaging workshops, leadership academies, and development sessions.
• Create practical learning materials, toolkits, guides, and coaching resources.
• Introduce best practice leadership methodologies suitable for BPO operations.
• Evaluate learning effectiveness through observation, feedback, and measurable business outcomes.

Stakeholder Management

• Build strong relationships with senior operational leaders and HR stakeholders.
• Provide regular progress updates and recommendations to leadership teams.
• Act as a trusted advisor on leadership capability and people development strategies.

Measuring Success

• Define and track leadership development metrics.
• Assess behavioural improvements through coaching and performance observations.
• Measure impact through:
• Employee engagement scores
• Attrition reduction
• Internal promotion rates
• Manager effectiveness scores
• Quality and customer satisfaction metrics
• Performance improvement outcomes

Key Skills & Competencies

Essential

• Exceptional coaching and mentoring capability.
• Strong facilitation and presentation skills.
• Advanced interpersonal and communication skills.
• Emotional intelligence and relationship-building abilities.
• Experience influencing senior stakeholders.
• Ability to challenge constructively while maintaining credibility.
• Strong organisational and project management skills.
• Ability to drive behavioural and cultural change.

Leadership Competencies

• Coaching Mindset
• Empathy and Emotional Intelligence
• Influencing and Negotiation
• Strategic Thinking
• Accountability
• Continuous Improvement
• Change Leadership
• People Development

Experience Required

Essential

• Proven track record of at least 5 years’ experience of working and delivering in this environment.
• Significant experience coaching and developing leaders within a Shared Services, Contact Centre, Customer Service, or Outsourcing environment.
• Experience designing and delivering leadership development programmes.
• Demonstrable success supporting leaders.
• Experience managing leadership development initiatives across multiple teams.

Desirable

• Experience within large-scale customer operations.
• Experience supporting transformational change programmes.
• Experience working with global or multi-site operations.

Qualifications

Essential

• Professional Coaching Qualification (ILM, EMCC, ICF, or equivalent) or extensive practical coaching experience.
• Strong understanding of leadership development methodologies.

Desirable

• CIPD qualification.
• Learning & Development qualification.
• Coaching accreditation.
• Change Management certification.

Key Deliverables (First 12 Months)

• Complete leadership capability assessment of the management population.
• Develop and deploy a structured Management Excellence Programme.
• Deliver coaching support to 100% of leaders.
• Implement a leadership competency framework.
• Improve management effectiveness scores across the operation.
• Increase employee engagement and manager confidence ratings.
• Establish a sustainable coaching culture across the leadership community.

Success Profile

The ideal candidate will be a highly credible leadership coach with extensive management experience who can challenge, support, and develop leaders to become confident people managers. They will have a passion for developing others, a strong understanding of operational environments, and a proven ability to drive measurable improvements through coaching, mentoring, and behavioural change programmes.