Product Coach

Key Purpose

To oversee and be responsible for, but not limited to, all training for the Insure Select (Purple and Platinum) area. To design and develop Training Programmes and Material by applying the ADDIE principles according to high quality standards of the Insure Select business and to evaluate training cycles and update material when necessary. This involves the process of identifying the skills, knowledge, information and attitude gaps of a targeted audience and creating, selecting or suggesting learning experiences that close this gap, based on instructional theory and best practices from the field.

Areas of responsibility may include but not limited to

·       Complete the full Training Cycle (Assess needs, plan, develop, coordinate, train, monitor and evaluate)

·       Identify Performance, skills, knowledge, information and attitude gap analysis for the Insure Select Department.

·       Design, outsource and/or suggest learning experiences to fill identified performance gaps within the Insure Select Department including soft skill training.

·       Assess the impact of training interventions on employee performance.

·       Develop, implement and Facilitate onboarding training for new employees.

·       Update and implement all standard operating procedure (SOP’s) for Insure Select

·       Develop, implement and facilitate training programmes for existing staff to ensure continued alignment to business products, SOP’s and processes.

·       Ensure high level of customer service through appropriate training, development and coaching initiatives.

·       Conduct audits to identify training gaps and ensure these identified gaps are filled timeously. 

·       Change influencer – can help manage change, must assist in influencing teams in a positive manner and be cognisant of all issues and challenges within the Insure Select area.

·       Be the Quality custodian ensuring improved quality delivery through training and coaching initiatives. Inclusive of managing the quality assessment questions & dashboard.

·       Drive a Culture of Customer service excellence.

·       Deliver training for product launches, systems and new products.

·       Report on outcome of training considering the Insure Select strategic deliverables.

·       Provide training that enhances the technical skills of the Insure Select Executive Consultant as claims & servicing professionals, ensuring they have a deep understanding of insurance policies, coverage, and claims/servicing processing procedures.

·       Track and organise all items as it relates to FAIS viability across the Insure Select department, including assist with supervision responsibilities.

Knowledge, technical skills and expertise:

• Short Term Insurance Knowledge

Knowledge and understanding of the Personal Lines short term insurance products and services and how that can be used to meet customer needs, inclusive of a focus on the Purple Plan.

• Instructional Design

Ability to create engaging and effective training programs tailored to the needs of the audience.

• Communication

Strong verbal and written communication skills to clearly convey complex information.

• Customer Service

Proficiency in handling customer queries and providing excellent service to ensure customer satisfaction and retention.

• Technical Proficiency

Familiarity with e-learning tools and other training technologies.

• Analytical Skills

Ability to analyze feedback and performance data to continuously improve training programs.

• Adaptability

Flexibility to adapt training methods to different learning styles and evolving industry trends.

• Claims Knowledge

                  Knowledge and understanding of the Personal Lines short term claims processes and how that can be used to meet customer needs, inclusive of a focus on the Purple Plan.

Education and Experience

·       Matric (Essential)

·       Minimum of 5 years’ experience in the Short-Term Insurance industry (Essential)

·       Minimum of 1 years’ training and coaching experience (Essential)

·       Minimum of 2 years' claims processing experience (Essential)

·       RE5 (Essential)

·       FAIS accreditation (Essential)

·       Discovery Insure experience (Advantageous)

·       Change Management (Advantageous)

·       Project Management (Advantageous)

·       Coaching or training certification or similar (Advantageous)

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.