Performance Coach
Stellantis Financial Services US

Atlanta, Georgia

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citro n, Dodge, DS Automobiles, Fiat, Jeep , Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Summary: Assist in helping employees learn essential skills in the workplace. The duties of the coach include assessing the skill level of employees, creating effective training materials, and delivering training programs. The performance coach works in unison with Management to ascertain the needs of the department. Some training is delivered in a virtual format to individuals and other skills are taught in a group or one on one setting depending on the need. Strong interpersonal skills, creativity, technological skills, and attention to detail, are important qualities of a Performance Coach. The Performance Coach is also responsible for anticipating the leaning needs of the department and support training for centers nationally and internationally.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Coordinate and facilitate new hire training for the Customer Care department Atlanta, Barbados and Honduras.

  • Coach new and existing employees on servicing techniques, state and federal laws, company and departmental policies and procedures.

  • Design and deliver relevant, effective, skill-based specific training to ensure compliance and optimal performance.

  • Identify training opportunities for Customer Care based on audit/quality results, changes in policies or procedures or other business initiatives.

  • Designs, delivers, and measures group workshops to impact specific development and related business results.

  • Report learning and development performance, progress, and complete training evaluations and certifications.

  • Develops monthly, quarterly and annual required program completion reporting for performance management tracking.

  • Maintains current, comprehensive integrated understanding of department specific expertise (and related departments) policies and procedures.

  • Provides ongoing creative coaching for stakeholders to enhance their experiences and to provide the most efficient interactions.

  • Address and/or escalate deficient training performance and behaviors.

  • Follow policies and procedures in all aspects of the position.

  • Understands the parameters of confidentiality and essential trust. Holds private information in confidence.

  • Contributes innovative, creative ideas to evolve and optimize the initiatives of the Customer Care department and positively impact business results.

  • Perform other assignments and duties as assigned by Management.

Location: Atlanta, Georgia. 20% international travel is required.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

  • Coaching: The ability to develop others using various techniques, tools and communication styles.

  • Motivating Others: Creates a climate in which people want to do their best. Invites input from others and shares ownership and visibility.

  • Interpersonal Savvy: Relates well to all kinds of people up, down and sideways, inside and outside the organization. Builds constructive and effective relationships.

  • Planning: Accurately scopes out length and difficulty of tasks and projects.

  • Creativity: Comes up with new and unique ideas. Easily makes connections among previously unrelated notions.

  • Managing and Measuring Work: Monitors process, progress and results. Ability to manage multiple projects and time.

  • Political Savvy: Is sensitive to how people and organizations function.

  • Business Acumen: Knowledgeable in current and possible future policies, practices, trends, technology, and information.

  • Presentation Skills: Ability to create and develop presentations with relevant content and facilitate classroom training. Speaks clearly and persuasively in positive or negative situations; Listens and clarifies; Responds productively to questions; Participates in meetings. Utilizes proper grammar and ensures non-verbal communication is professional.

  • Problem Solving - Gathers and analyzes information skillfully. Able to identify gaps and trends; makes recommendations to improve processes.

  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

  • Adaptability - Manages competing demands; Changes approach or method to best fit the situation. Able to transition applied training to a successful job skill transfer; uses various methods and applications of adult learning styles. Is a curious learner.

  • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan.

Qualifications To perform this job successfully, an individual must be able to meet expectations for the duties identified. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience Three years call center training related experience (mortgage/auto preferred), two years of classroom training experience, curriculum and performance development related experience preferred.

Certifications: ATD Certification a plus.

Language Skills: Well-developed interpersonal and communication skills. Ability to create training presentations and to effectively present information in one-to-one and in group situations to all levels of the organization.

Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability Ability to solve problems and work across department boundaries independently. Must be organized, able to research and analyze information in order to make appropriate decisions.

Technical Skills

  • To perform this job successfully, an individual should have intermediate knowledge of the following Microsoft Office products: PowerPoint, Word, and Excel.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Stellantis Financial Services is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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