Coach

Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s 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. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an
undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.

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 are 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 process’, scripting, product knowledge etc. Ensure that consultants are aligned to the brand specific people programmed through the management of the onboarding process for consultants.

Coaching Needs Analysis
Support the identification of learning needs by analyzing 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 in order 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
Priorities 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 fulfill 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.

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)

General Experience
2 – 3 years experience within a customer service and/or claims environment as a coach (Essential); 2 – 3 years short term insurance industry experience (Essential)

SAQA Accredited Equivalent – It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.