Job Description

ABOUT THE COMPANY

Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africaxe2x80x99s leading financial long- and short-term insurance providers. Our portfolio includes South Africaxe2x80x99s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund, and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. Wexe2x80x99re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. Wexe2x80x99re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.

JOB PURPOSE

Provide coaching, guidance, feedback, recommendations and follow up on identified coaching opportunities to call centre consultants and managers. Focus on an end-to-end basis on service complaints, customer feedback, surveys, SQA, product change/new product alignment training and other best in class call centre techniques in order to support an excellent delivery of the customer experience.

RESPONSIBILITIES

Customized Coaching Plan and Delivery

Develop training courses to fill gaps in existing programs, methods, or tools. Run training programs for specific technical areas using prepared content. Provide one-on-one coaching to improve performance (product knowledge, policies, procedures, and compliance). Ensure that each consultant is guided and coached in accordance with the measures, goals and objectives set for them. Align internal stakeholders (Learning and Development Department) to ensure training stays relevant. Ensure effective change management to consultants in terms of communicating and procedural changes in applicable processxe2x80x99, scripting, product knowledge etc. Ensure that consultants are aligned to the brand specific people programme through the management of the onboarding process for consultants.

Coaching Needs Analysis

Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions. Identify coaching opportunities by considering the end-to-end customer experience failures.

Operational Compliance

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Identify, within consultant's performance, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, provide coaching when required.

Work Scheduling and Allocation

Organize own work schedule each day in line with changing priorities.

Insights and Reporting

Extract and combine data to generate standard reports. Provide continuous feedback and reports to individual and management in terms of coaching impact as well as performance improvement. Present findings and recommendations on possible coaching opportunities to management for approval to implement coaching initiatives.

Internal Client Relationship Management

Build effective working relationships within the internal support departments within the organization, delivering high-quality professional services. Consult and provide feedback and support to consultant's managers and consultant in terms of required coaching needs.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfil personal potential. Ensure up to date knowledge of STI Procedures and philosophies so that work meets operational and financial results against targets. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

TECHNICAL COMPETENCIES

Coaching Development

Provide technical guidance when required to motivate all employees to grow and develop so that they can utilize their knowledge and experience needed to help the organization reach its goals.

Verbal and Written Communication

Use clear and effective verbal and written communications skills provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Planning and Organizing

Plan, organize, prioritize, and oversee activities to efficiently meet business objectives and provide technical guidance when required.

Action Planning

Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Assessment

Provide technical guidance when required to analyse data from multiple sources to draw appropriate conclusions and make suitable recommendations.

Presentation skills

Communicate with other people and provide technical guidance when required to speak in a clear, concise, and compelling manner.

Policy and procedures

Monitor, interpret and understand policies and procedures, make sure they match organizational objectives and provide technical guidance when required.

Computer skills

Support business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others. Proficient in Microsoft Office Suite; Telephony Systems; Computer literacy.

Reporting

Provide technical guidance when required on creating relevant, lucid, and effective reports.

LMS, e-learning and computer-based training

Apply concepts of knowledge / skill independently and able to provide technical guidance when required.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• FAIS recognized qualification (Essential)
• RE 5 (Essential)
• Diploma or certificate in coaching or training (Essential)
• Relevant degree in coaching or training (Advantageous)

• 2 xe2x80x93 3 yearsxe2x80x99 experience within a customer service and/or claims environment as a coach (Essential)
• 2 xe2x80x93 3 years short term insurance industry experience (Essential)

Telesure Investment Holdings