Performance Enhancement Coach at Santam Insurance

WHAT DOES THE PERFOMANCE ENHANCEMENT COACH DO?

A Performance Enhancement Coach is a specialized professional who plays a crucial role in improving the efficiency, effectiveness, and overall performance of processes within an organization. The coach works closely with staff to identify areas for improvement, facilitate development of customized training programs, and implement strategies to enhance the quality of products or services delivered by the organization. The Performance Enhancement Coach aims to elevate the skills, knowledge of staff, leading to higher-quality outputs, increased productivity and customer satisfaction.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Provide constructive feedback and coaching to client-facing staff to help them enhance their skills and improve their performance. Foster a culture of continuous learning and growth.
• Take appropriate actions / corrections on all client feedback, including QA findings, Complaints
• Provide feedback to management on coaching performance and identify where coaching needs to move to progressive performance management.
• Weekly, monthly, quarterly and annual reports on coaches performance.
• Take appropriate actions / corrections on all client feedback, including QA findings, Complaints received, Voice of the customer (VOX). Act on all errors incurred during client-facing interactions through a corrective interaction with the client (trends from Policy solution & QA teams) with the sales / CE Consultant.
• Collate trends across all structured and unstructured data and propose corrective actions to improve results. 
• Provide the necessary feedback to the consultants by means of coaching and training sessions.
• Live the Santam values throughout, by being disciplined, accurate with the aim to improve on service quality (service excellence) and to elicit consultants to achieve their full potential.
• Give feedback to training & development to address gaps in training Program Development: These inputs may cover areas such as, process improvement methodologies, compliance requirements, and soft skills development.
• Collaborate with quality assurance teams to identify bottlenecks, inefficiencies, and gaps in existing processes. Implement process improvement initiatives to enhance the overall efficiency and effectiveness of quality assurance activities.
• Analyse data to identify trends, areas for improvement, and opportunities for further development.
• Promote a strong quality-focused culture across the organization, emphasizing the importance of quality assurance and its impact on customer satisfaction and business success. Accountable to escalate non-compliance findings to the CE or Sales lead, Compliance Officer and/or Head of Santam Direct
• Propose further interventions, including coaching, training, to address non-adherence by referring to the relevant line managers for disciplinary action/s to be considered, and monitor that non-adherence interventions are acted on where necessary.
• Collaborates with cross-functional teams, to ensure that quality assurance processes are effectively integrated into the overall business operations.
• Stay updated with industry standards, regulations, and compliance requirements relevant to the organization's products or services. Ensure that processes align with these requirements.
• Identify and share best practices, both internally and externally, to foster knowledge exchange and continuous improvement.

Qualifications

• Matric
• RE 5 Qualification
• NQF Level 4 (Short-Term Insurance Qualification)
• Minimum 3 years’ short -term insurance experience and exposure to short-term insurance Personal or Commercial products 
• Experience in quality and/or compliance in the financial services sector

Knowledge and Skills

• Proven experience in quality assurance, quality management, or a related field, with a track record of driving performance improvement.
• Excellent coaching and training skills, with the ability to mentor and develop individuals and teams.
• Analytical mindset with the capacity to interpret performance data and implement data-driven improvements.
• Strong communication and interpersonal skills to collaborate with teams at all levels of the organization.
• Knowledge of process improvement methodologies, such as Six Sigma or Lean, is advantageous.
• Quality-related certifications (e.g., ASQ certifications) are beneficial but not mandatory.
• Knowledge of internal and external compliance and governance
• Sound knowledge of call centre environments preferred. 
• Computer literate (MS Office package) 
• Analytical and thorough/detail inclined.
• Investigative 
• Process orientated (reports and mini audits) 
• Good communication skills