Product Coach at Discovery Limited

Key Purpose

• To oversee and be responsible for, but not limited to, all training for the claims areas. The Claims Coach will facilitate and deliver all required learning programs for Personal Lines Claims that deliver performance enhancing opportunities for the business unit as well as increased client satisfaction. The Claims Coach must champion outstanding client service and be results oriented, showing complete willingness to accept accountability for the results.

Areas of responsibility may include but not limited to

• Provide high impact instruction and facilitation of claims induction training to new starters
• Work with management to develop training materials that represent what the claims employees need to achieve the desired outcomes
• Update and implement all standard operating procedure (SOP’s), including claims manuals
• SOP, systems and product training for all claims staff (new and existing)
• Support the claims teams and conduct coaching where required
• 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
• Champion excellent business results and superior client satisfaction

Key Outputs (not limited to):

Plan and execute training sessions as per business requirements:

• New starters
• Existing staff requiring assistance and additional coaching
• Product changes (existing and new)
• System enhancement and changes
• Provide learners with practical application opportunities (during and after training sessions)
• Provide formative and summative feedback to the learner and the line manager
• Utilise QA findings and feedback from other sources to identify areas requiring improvement
• Obtain a completed evaluation form from all learners and use this feedback to re-evaluate the training material and delivery methods – always look to improve
• Measure impact of learning interventions and involve relevant stakeholders in the impact analysis
• Provide management with a monthly report on the training initiatives conducted, results observed and change requirements noted
• Become the Subject Matter Expert for assigned portfolio
• Increased client satisfaction and improved business results

Knowledge, technical skills and expertise:

Insurance claims operations and process: Extensive knowledge and understanding of how claims are managed and the ability to decrease the average claims cost.

• Thorough knowledge of short-term insurance claims value chains: Extensive knowledge and understanding of the full claims value chain, including but not limited to claim registration, claim validation, claim reserving, claim adjustment and assessment, claim investigations, claim settlement, claim salvage as well as liability and recovery claims.
• Experience in design and development of material: Excellent skills using various computer programs to be able to prepare, manage and maintain all training materials and SOP documents.
• 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.
• Client satisfaction: Demonstrate understanding of the importance of superior client satisfaction in a claims environment.
• Communication and organisational skills: Exceptional communication skills are required as well as the ability to plan, prioritise and meet deadlines promptly efficiently.

Education and Experience

• Matric (Essential).
• Coaching or training certification or similar (Essential)
• Tertiary qualification or similar (advantageous)
• Minimum of 5 years short term insurance claims experience (Essential)
• Minimum of 2 years training and or coaching experience (Essential)