Performance Enhancement Coach at Santam Insurance

What will you do?

• The Santam Direct contact centre has positions available for a Performance Enhancement Coach. These opportunities are available within the Sales department based in Centurion.  
• The main purpose of the position is to provide support to the Direct Business by managing all compliance and risk management processes, policies and practices. 

Key Responsibilities

• Conduct quality evaluations against set standards, to identify error cause removal and performance enhancement opportunities through coaching, training and remedial processing (quality control); 
• Record and document discussion points for improvement monitoring
• Review, analyse and report on the quality of advice provided to the clients during all client-facing interactions 
• Track, monitor and report Sales Quality Assurance findings for new policies sold also for the purpose of retaining existing business. 
• Review and report on the Quality of Advice provided to the clients during all client-facing interactions in the business (the traditional “QA function”).
• Achieve and maintain the expected quality standards
• Be co-accountable to define the required client experience in collaboration with the client-facing functions and corrections. 
• Accountable to escalate non-compliance findings to the Performance Enhancement FLM, Sales Leadership Team, Compliance Officer and/or Head of Santam Direct (depending on the severity). 

Propose further interventions to prevent reoccurrence, through Standard Operating Procedure-updates, training material updates, system change request/incident processing etc. 

What will make you successful in this role?

• Completed Grade 12
• Completed RE 5 qualification
• NQF Level 4 (Short-Term Insurance Qualification)
• Preferably have quality and/or compliance experience in the financial services sector
• Minimum 3-5 years’ short -term insurance experience and exposure to short-term insurance Personal products

Skills

• Strong administration, systems, process orientation/background
• Computer proficiency (MS Office package)
• Analytical and thorough/detail inclined
• Investigative
• Process orientated (reports and mini audits)
• Good communication skills
• Coaching and development of stafft.

Core Competencies

• Cultivates innovation - Contributing dependently
• Customer focus - Contributing dependently
• Drives results - Contributing dependently
• Collaborates - Contributing dependently
• Being resilient - Contributing dependently