Coach - (Budget Insurance) - KZN at Telesure Investment Holdings (TIH)

JOB PURPOSE

Provide coaching, guidance, feedback, recommendations and follow up on identified coaching opportunities to call centre consultants and managers. Focus on an end-to-end basis on service complaints, customer feedback, surveys, SQA, product change/new product alignment training and other best in class call centre techniques in order to support an excellent delivery of the customer experience.

RESPONSIBILITIES

Customized Coaching Plan and Delivery

• Develop training courses to fill gaps in existing programs, methods, or tools. Run training programs for specific technical areas using prepared content. Provide one-on-one coaching to improve performance (product knowledge, policies, procedures, and compliance). Ensure that each consultant is guided and coached in accordance with the measures, goals and objectives set for them. Align internal stakeholders (Learning and Development Department) to ensure training stays relevant. Ensure effective change management to consultants in terms of communicating and procedural changes in applicable process’, scripting, product knowledge etc. Ensure that consultants are aligned to the brand specific people programme through the management of the onboarding process for consultants.

Coaching Needs Analysis

• Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions. Identify coaching opportunities by considering the end-to-end customer experience failures.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Identify, within consultant's performance, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, provide coaching when required.

Work Scheduling and Allocation

• Organize own work schedule each day in line with changing priorities.

Insights and Reporting

• Extract and combine data to generate standard reports. Provide continuous feedback and reports to individual and management in terms of coaching impact as well as performance improvement. Present findings and recommendations on possible coaching opportunities to management for approval to implement coaching initiatives. 

Internal Client Relationship Management

• Build effective working relationships within the internal support departments within the organization, delivering high-quality professional services. Consult and provide feedback and support to consultant's managers and consultant in terms of required coaching needs. 

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfil personal potential. Ensure up to date knowledge of STI Procedures and philosophies so that work meets operational and financial results against targets. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

TECHNICAL COMPETENCIES

Coaching Development

• Provide technical guidance when required to motivate all employees to grow and develop so that they can utilize their knowledge and experience needed to help the organization reach its goals.

Verbal and Written Communication

• Use clear and effective verbal and written communications skills provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Planning and Organizing

• Plan, organize, prioritize, and oversee activities to efficiently meet business objectives and provide technical guidance when required.

Action Planning

• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Assessment

• Provide technical guidance when required to analyse data from multiple sources to draw appropriate conclusions and make suitable recommendations.

Presentation skills

• Communicate with other people and provide technical guidance when required to speak in a clear, concise, and compelling manner.

Policy and procedures

• Monitor, interpret and understand policies and procedures, make sure they match organizational objectives and provide technical guidance when required.

Computer skills

• Support business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others. Proficient in Microsoft Office Suite; Telephony Systems; Computer literacy.

Reporting

• Provide technical guidance when required on creating relevant, lucid, and effective reports.
• LMS, e-learning and computer-based training
• Apply concepts of knowledge / skill independently and able to provide technical guidance when required.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• FAIS recognized qualification (Essential)
• RE 5 (Essential)
• Diploma or certificate in coaching or training (Essential)
• Relevant degree in coaching or training (Advantageous)

EXPERIENCE 

General Experience

• 2 – 3 years’ experience within a customer service and/or claims environment as a coach (Essential)
• 2 – 3 years short term insurance industry experience (Essential)