Product Coach at Discovery Limited

 Job Purpose

The Product Coach coaches and trains according to the business and training needs for the specified business area. 

Key Outcomes may include but are not limited to:

• Identifies knowledge and skills gaps within Product Operations team through performance trend analysis.
• Plans, designs and conducts coaching interventions that closes the gaps.
• Increases the skill levels of staff through targeted coaching interventions.
• Develops models to assess competency and knowledge.
• Maintains accurate and complete coaching and assessment records.
• Provides timely and regular feedback to management and team leaders on coaching, trends and training needs.
• Plans for monthly coaching initiatives and sets up next coaching session if possible.
• Oversees the competency of new recruits during the soft-landing phase.
• Assists and supports various client servicing channels with specialist product knowledge on complex cases.                         
• Monitors exception reports with the aim of pro-actively identifying potential cases for investigation and correction.                   
• Proactively monitors query drivers and investigates opportunities to improve processes, the product or the APP to reduce or alienate such queries in the future.  
• Ensures awareness and knowledge of new systems functionality, processes, products are embedded within the team and documented.
• Conducts systems user acceptance testing for new enhancements or products being introduced.
• Provides subject matter expertise into the design of operational processes and the documentation thereof.
• Provides input into process enhancements and root cause analysis of exceptions.
• Trouble shooting and incident management resolution.
• Bringing relevant issues to the attention of the functional head of the area.
• Managing ad hoc projects.
• Provide input and sign-off on training scenarios and content.
• Providing a high level of customer service to both internal and external clients.
• Provides back-up support for all job functions within the department as needed.
• Completing several reporting reports to internal management and stakeholders.

Experience

Required:

• At least 3 years specific product knowledge of various banking products and servicing experience in banking service and/or operations environment.

Preferred:

• Previous training or coaching or leadership role experience is advantageous.
• At least 3 years' recent, direct experience within Bank client servicing or Card/Product banking operations environment.
• A proven track record of successful support of business process change projects or enhancements.
• Experience working with internal and external clients.
• Solid experience in relationship building with stakeholders.

Qualifications

Required:

• Matric
• Bachelor of Commerce or Bachelor of Science Degree or equivalent
• Completed FAIS qualification.

Preferred:

• Any relevant Banking, Financial or Business qualification

Skills

Required:

• Flexible in terms of adapting to new standards/processes and change management.
• Has a passion for coaching, training and people development.
• Customer and Quality focused.
• Motivating self and others.
• Influencing and persuading.
• Excellent time management.
• Attention to detail.
• Pro-active / Taking initiative.
• Ability to work under pressure.
• Analytical thinking / problem solving.
• Flexible.
• Deadline conscious.
• Knowledge of PinPoint, MS Excel, MS Word, MS Outlook, MS PowerPoint.
• Quality-focused.
• Strong interpersonal skills.
• Ability to work independently with minimal supervision, as well as within a group.
• Coaching skills.
• Presentation and facilitation skills.
• Knowledge of best practice coaching principles advantageous.