Product Coach

4 weeks ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Bank**Function**:Client Service**Date**:31-Jan-2023**About Discovery**

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

**About Discovery Bank**
- Discovery Bank is a bank like no other - a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.**Job Purpose**
- The
- **Product Coach** coaches and trains according to the business and training needs for the specified business area.**Areas of responsibility may include but not limited to**
- Identifies knowledge and skills gaps within Client Service team through performance trend analysis.
- Plans, designs and conducts coaching interventions that closes the gaps.
- Increases the skill levels of staff through targeted coaching interventions.
- Develops models to assess competency and knowledge.
- Maintains accurate and complete coaching and assessment records.
- Provides timely and regular feedback to management and team leaders on coaching, trends and training needs.
- Plans for monthly coaching initiatives and sets up next coaching session if possible.
- Oversees the competency of new recruits during the soft-landing phase.
- Ensures awareness and knowledge of new systems functionality, processes, products are embedded within the team.
- To ensure a deep understanding of all processes and systems the Product Coach is required to spend approximately 25% of his/her time performing the day-to-day tasks within the business unit.
- Provide input and sign-off on training scenarios and content.
- Stakeholder management within Service and Operations, including cross functional business within Discovery.
- Continuous reporting on coaching and all interventions rolled out within the environment on a weekly/daily basis.
- Introducing TL and Management level interventions and programs for performance enhancement and improved leadership
- Support and assist with SOP’s reviews based on analysis done within the business.
- Constant review of Confluence, including updating product and process information
- Month to month coaching strategies based on team performance and gap analysis done across teams.

**Personal Attributes and Skills**
- Has a passion for coaching, training, and people development.
- Customer and Quality focused.
- Motivating self and others.
- Influencing and persuading.
- Excellent time management.
- Attention to detail.
- Pro-active / Taking initiative.
- Ability to work under pressure.
- Analytical thinking / problem solving.
- Flexible.
- Deadline conscious.
- Knowledge of MS Excel, MS Word, MS Outlook, MS PowerPoint.
- Quality-focused.
- Strong interpersonal skills.
- Ability to work independently with mínimal supervision, as well as within a group.
- Coaching skills.
- Presentation and facilitation skills.
- Knowledge of best practice coaching principles advantageous..

**Education and Experience**
- Previous training or coaching experience is advantageous
- Adult education, facilitation, or coaching.
- At least 2 years specific product knowledge of various products and servicing experience in the Client and Product Operations environments
- 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.

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