Leadership Development Coach for Customer Care

Financial Times; Manila; On-site; PHP 700,000 - 1,200,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working

Health coverage

Company match

Enhanced family leave

Job summary

The Financial Times invites a Coaching & Development Specialist to strengthen leadership capability across Customer Care by developing Team Leaders and managers into confident coaches.

Working with operational leaders across sites, you will design and deliver leadership programmes, provide coaching and feedback, and embed consistent coaching practices to build high-performing teams and a culture of continuous learning.

Qualifications

• Minimum of three years experience in leadership stakeholder management, coaching, learning and development.
• Proven experience coaching, mentoring, or developing Team Leaders, supervisors, or people managers.
• Experience within a customer care or contact centre environment.
• Demonstrated success designing and delivering leadership development programmes, workshops, or coaching initiatives.
• Experience providing developmental feedback through observation of coaching sessions or performance conversations.
• Experience using operational performance metrics, quality insights, and customer feedback to inform development plans.
• Experience collaborating with operational stakeholders to identify capability gaps and implement development solutions.
• Experience implementing leadership development or coaching frameworks.
• Ability to manage multiple priorities while supporting stakeholders across different teams or locations.

Responsibilities

• Champion leadership development by partnering with Team Leaders and leaders to strengthen coaching capability.
• Observe coaching sessions, feedback, and leadership interactions, delivering constructive guidance.
• Deliver individual and group coaching to boost leadership confidence and performance.
• Support development plans for leaders and their teams with practical tools and frameworks.
• Identify capability gaps and design/drive leadership development programmes, workshops and resources.
• Promote coaching standards and best practices across Customer Care sites and support change initiatives.
• Evaluate impact of coaching interventions using performance trends and stakeholder feedback.
• Build trusted relationships with leaders and foster a culture of coaching, collaboration and learning.

Skills

Leadership coaching

Stakeholder management

Learning & development

Coaching feedback

Tools

Google Workspace

Quality platforms

Job description

The Financial Times invites a Coaching & Development Specialist to strengthen leadership capability across Customer Care by developing Team Leaders and managers into confident coaches.

Working with operational leaders across sites, you will design and deliver leadership programmes, provide coaching and feedback, and embed consistent coaching practices to build high-performing teams and a culture of continuous learning.