UK Culture Coach - UK Financial Collections

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: UK Financial Collections

Shift Schedule | Rest days: Shifting schedules, UK time

Non-negotiable Requirements:

• Graduate of a Bachelor's Degree
• Minimum of 3 years of experience in HR, organizational development, or culture/coaching roles, preferably within a BPO or CX services organization
• Certifications: Diversity, equity, and inclusion certifications or cultural competency training is desirable

Responsibilities:

• Coaching & Development: Deliver insightful and structured feedback through call monitoring, performance metrics, and quality audits to help team members grow.
• Training Delivery: Lead engaging new hire orientations and training sessions covering process knowledge, product expertise, and compliance essentials.
• Cultural Orientation: Welcome new hires by immersing them in our company policies, code of conduct, and key insights into US/customer behaviors.
• Performance Management: Track, analyze, and report on trainee and agent performance, proactively identifying opportunities for growth and improvement.
• Collaboration: Partner closely with Operations, Quality Assurance (QA), and stakeholders to ensure coaching strategies are aligned and effective.