Investo Performance Coach

2 weeks ago

Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme),
and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and
people from all walks of life to achieve their financial goals and life aspirations.
We help people grow their savings, protect what matters to them and invest for the future. We help companies
and organisations care for and reward their employees and members. Through our own network of advisers or via
independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions
Role Purpose
Coach new and existing employees to enhance and improve performance and quality aligned business standard and client expectations.
Requirements

3-5 years in a service or sales role

Coaching experience (preferred)

Formal qualifications

Matric or equivalent

Coaching qualification

On the job training/qualifications

Relevant product training

Relevant systems and processes

Relevant systems and processes

Verbal and written communication

Relationship management

Analytic skills

Problem solving

Planning and organising

MS Office Suite (Word, Excel)

Business Area specific products, systems and procedures (preferred)

Knowledge of relevant legislation and regulations

Relevant industry knowledge

Knowledge of coaching principles and practices
Duties & Responsibilities

INTERNAL PROCESS

Analyse client and intermediary engagements to identify area of performance improvement and to align quality standards Collaborate with various internal stakeholder such as quality assurance, learning, client insights and management to determine coaching requirements related to knowlegde, skills and behaviour Guide and provide coaching to employees to deliver on the client experience aligned to business standards In collaboration with management craft development and coaching plans aligned to identified development needs Conduct coaching sessions with employees to improve performance aligned to business standards and prosesses Craft coaching interventions to address development needs and enhance performance Report on areas of opportunity and risk within the area of responisbility and make recommendations to address identified gaps Monitor the success of coaching interventions and provide feedback to relevant stakeholder.

CLIENT

Investigate client queries within the agreed service level and ensure that client receives timeous feedback. Escalate client queries to the relevant department or stakeholder. Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services. Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets. Provide authoritative, expertise and advice to clients and stakeholders. Build and maintain relationships with clients and internal and external stakeholders. Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed. Make recommendations to improve client service and fair treatment of clients within area of responsibility. Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

Develop and maintain productive and collaborative working relationships with peers and stakeholders. Positively influence and participate in change initiatives. Continuously develop own expertise in terms of professional, industry and legislation knowledge. Contribute to continuous innovation through the development, sharing and implementation of new ideas. Take ownership for driving career development.

FINANCE

Contribute to the financial planning process within area. Identify opportunities to enhance cost effectiveness and increase operational efficiency. Manage financial and other company resources under your control with due respect. Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Competencies

Examining Information: Analyses and processes information asks probing questions strives to find solutions to problems.

Providing Insights: Is focused on continuously improving things provides insights by identifying key issues makes intuitive judgments.

Establishing Reports: Builds rapport and puts people at ease is engaging and welcomes people finds it easy to make friends.

Articulating Information: Is articulate in giving presentations is eloquent and explains things well projects social confidence when articulating information.

Empowering Individuals: Motivates individuals by empowering them seeks to inspire people and groups gives encouragement to others.

Understanding People: Shows empathy and compassion attends and listens to people is attentive and understands the motivation in

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