Senior Consultant, Coaching Consultation
London Stock Exchange Group
World Square, Taguig, PHL
2d ago

Learning & Development is a team within the D&A Customer Operations Performance Excellence Group. We partner with the business to enable our talents to perform at their best and accomplish their professional goals by providing targeted, relevant, impactful, and timely learning and coaching solutions.

We constantly engage with stakeholders to help identify their developmental needs and create and deliver a variety of programs using the latest industry trends and technologies that are engaging, fit-for-purpose, and cost effective.

The Senior Consultant, Coaching Consultation role will deliver leadership and coaching consultation offerings to help managers strengthen their muscle of focused, outcome-oriented and targeted feedback-driven coaching conversations.

This role is critical to developing coaching capability and opportunities in new and tenured managers.

Critical deliverables

  • Embed self 100% with partnered business team, and agree with Business LT and L&D colleagues on focused and customised coaching consultation agenda;
  • Work with Support team (business champions, managers, learning manager, program manager, colleagues) to build and communicate programs and schedules;
  • Lead quarterly reviews and performance analysis with business LTs and Support team to identify opportunities;
  • Ensure managers and their teams understand and execute the TEN customer experience framework and concepts of performance / personal development coaching;
  • Lead a quarterly workshop customised to development opportunities of business team;
  • Maintain clear line of communication and escalation matrix with Business LT, Support team and managers;
  • Ensure call recording, call analytics, coaching and L&D tools are effective and well-integrated into manager workflows;
  • Observe coaching conversations (TEN as well as performance / personal development) between manager and employee, and share feedback with manager and manager of manager;
  • Provide one-to-one development consultation / mentoring to people leaders on coaching delivery;
  • Provide one-to-one consultation / mentoring to people leaders on TEN evaluation and development;
  • Related Responsibilities

  • Respond positively and quickly to change and new direction;
  • Develop sustainable, scalable and dynamic content, facilitate sessions and deliver programs & projects with clear outcomes;
  • Evaluate post-learning performance, use insight to improve programs & offerings;
  • Build knowledge of CO business process / products, financial markets and compliance at high level, and at a deeper level for partnered business;
  • Align programs / offerings with LSEG Leadership behaviours and L&D / team goals, as well as with individual role & KPIs;
  • Stay on top of industry trends & insight on leadership, customer experience evaluation, coaching and L&D practices & technology, and share knowledge with colleagues and managers;
  • Stay updated with all relevant and significant LSEG developments, engagements and connections;
  • Lead and motivate self, colleagues and managers to learn, innovate, challenge, and share information & experiences;
  • Lead and support L&D workstreams, projects and engagements to consolidate ways of working.
  • Required Skills, Competencies, Experience

  • Passionate and driven about people, leadership, coaching, mentoring, development and continuous improvement;
  • At least 1 year of people management experience, or experience in non-direct people / performance management activities, or 2+ years of experience leading global projects to targeted outcomes with proven record of conflict resolution and accountabilities for customer experience;
  • At least 1 year experience of delivering coaching and mentoring;
  • Certification / external exposure to L&D / Coaching insights and trends is a plus;
  • Outstanding and persuasive presentation skills with consistent record of designing and facilitating workshops, trainings and best practice sharing sessions for global audience;
  • Consistent and long-haul relationship building competencies, with experience of partnering closely with senior leadership and establishing agreements;
  • Analytical thinking and problem solving;
  • Outstanding articulation and communication skills;
  • Courage to provide targeted and unsolicited feedback, and experience of coaching and mentoring;
  • Ability to balance keen eye for detail with unwavering focus on the big picture, keeping self and stakeholders on track with agreed goals and outcomes, non-negotiables and timelines;
  • Proven record of operational excellence, including but not limited to problem solving, prioritizing & de-prioritizing, challenging existing processes and evolving sustainable and scalable programs;
  • Ability to motivate self and stakeholders to a learning and growth mindset;
  • Resilient and responsive to ad hoc work and change in direction, with proven record of turning around challenges to opportunities;
  • Flexible to global, local and hybrid working, across time zones and customised to business and L&D;
  • Proven record of customer-centricity, with clarity of D&A CO customer & process / products workflow, financial markets and compliance, and business goals.
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