Performance Enhancement Coach

2 weeks ago

Pretoria, Gauteng, South Africa Santam Full time
Who are we?
Santam is the market leader in the general insurance industry in Southern Africa.

We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper.

What will you do?
The Santam Direct contact centre has positions available for a Performance Enhancement Coach. These opportunities are available within the Sales department based in Centurion.


The main purpose of the position is to provide support to the Direct Business by managing all compliance and risk management processes, policies and practices.

Key Responsibilities

  • Conduct quality evaluations against set standards, to identify error cause removal and performance enhancement opportunities through coaching, training and remedial processing (quality control);
  • Record and document discussion points for improvement monitoring
  • Review, analyse and report on the quality of advice provided to the clients during all clientfacing interactions
  • Track, monitor and report Sales Quality Assurance findings for new policies sold also for the purpose of retaining existing business.
  • Review and report on the Quality of Advice provided to the clients during all clientfacing interactions in the business (the traditional "QA function").
  • Achieve and maintain the expected quality standards
  • Be coaccountable to define the required client experience in collaboration with the clientfacing functions and corrections.
  • Accountable to escalate noncompliance findings to the Performance Enhancement FLM, Sales Leadership Team, Compliance Officer and/or Head of Santam Direct (depending on the severity).
Propose further interventions to prevent reoccurrence, through Standard Operating Procedure-updates, training material updates, system change request/incident processing etc. What will make you successful in this role?

  • Completed Grade 1
  • Completed RE 5 qualification
  • NQF Level 4 (Short-Term Insurance Qualification)
  • Preferably have quality and/or compliance experience in the financial services sector
  • Minimum 35 years' short term insurance experience and exposure to shortterm insurance Personal products

Skills:

  • Strong administration, systems, process orientation/background
  • Computer proficiency (MS Office package)
  • Analytical and thorough/detail inclined
  • Investigative
  • Process orientated (reports and mini audits)
  • Good communication skills
  • Coaching and development of staff Build a successful career with us
We're all about building strong, lasting relationships with our employees.

We know that you have hopes for your future - your career, your personal development and of achieving great things.

We pride ourselves in helping our employees to realise their worth.

Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Core Competencies Cultivates innovation - Contributing dependently Customer focus - Contributing dependently Drives results - Contributing dependently Collaborates - Contributing dependently Being resilient - Contributing dependently Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity.

This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.

The Group's Employment Equity plan and targets will be considered as part of the selection process.

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