Product Coach at Discovery Limited

Key Purpose

• To oversee and responsible, but not limited to, all training for the claims areas.

Areas of responsibility may include but not limited to

• Induction training
• Update and implement all standard operating procedure (SOP’s), including claims manuals
• Systems and product training
• Call centre etiquette
• Support claims teams and conduct required coaching
• Conduct audits and identify process gaps
• Change influencer – have the ability to manage change, influence claims teams in a positive manner and be cognisant of all issues and challenges within the teams




 
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Key Outputs (not Limited To)

• Plan, conduct and evaluate training interventions
• Deliver training for product launches, systems and new products.
• Training and coaching:
  • Demonstrate tasks in a practical manner
  • Provide the learner with practical application opportunities (during and after training sessions)
  • Provide formative and summative feedback to the learner
  • Complete all administrative tasks and documentation
  • Pilot courses
  • Deliver Training sessions
  • Schedule and plan learning sessions in accordance with company / service team requirements - Formal preparation for training and deliver training programmes
  • Feedback on any assessments or developmental areas picked up on assessments and QA reports
  • Evaluate training interventions
  • Obtain a completed reaction evaluation form from all learners
  • Measure impact of learning interventions
  • Provide feedback regarding learning to all relevant stakeholders
  • Involve stakeholders in training intervention impact analysis
  • Ability to use blended learning solutions.


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Knowledge, Technical Skills And Expertise

• Insurance products and services: Knowledge and understanding of the range of short term insurance products and services available in the market and how that can be used to meet client’s needs
• Insurance risk management: Knowledge and understanding of the factors that affect the performance of a portfolio and how risk exposure can be monitored and controlled through underwriting measures. Understanding of the basic principles of insurance including good faith, insurable interest, indemnity, contribution, subrogation and proximate cause.
• Insurance operations and process: Knowledge and understanding of the process to determine risk premiums payable. Knowledge and understanding of how claims are managed and the ability to decrease the average claims cost.
• Experience in design and development of material would be an advantage : Computer/ Software Skills
• Thorough knowledge of all systems utilized in the claims department.

Education And Experience

• Matric (Essential).
• Coaching or training certification or similar (Essential)
• Tertiary qualification or similar (Essential)
• Minimum of 5 years’ training and coaching experience.