Performance Coach

-Introduction

As Learning and Development (L&D) Performance Coach, you will be one of Momentum's brand representatives and a key role player to our success.
Role Purpose

The main purpose of your role will be to effectively coach, empower, enable, equip, evaluate, enhance and measure client interactions and touchpoints of our service representatives to support the achievement of learning, development, and our business goals as well as strategic targets namely consistently delivering work of the highest quality and continuously increasing the client experience, during every interaction. Ultimately enhancing the customer experience where our clients will have a world class, legendary and caring experience, consistently during every interaction.
Requirements

**Experience and Qualifications**:

- Minimum of 3-5 years practical and relevant coaching facilitation experience, within the Investment, Insurance and Financial Services industry, with excellent administrative and innovative client servicing and support experience.
- Knowledge of skills development.
- Human Resources or Learning Degree.
- OD-ETDP (Occupationally Directed Education Training Development Practise) certification (preferred).
- Driver’s license and own vehicle.
- Excellent computer skills, with the ability to learn and understand new systems quickly and with confidence.
- Microsoft Office suite (Excel, Word, Outlook and Teams) at an advanced level.
Duties & Responsibilities

**Responsibilities and Work Output**:
**Facilitate learning and coaching interventions in line with business requirements (internal process)**
- Collaborate with the Service and Operational Manco, business stakeholders and HC team to determine business learning and coaching requirements and gaps in order to enhance learning delivery.
- Contribute to the planning of learning interventions and the development of coaching delivery plans in line with the Workplace Skills Planning.
- Study the content of the learning material to understand the intent of the programme, and how it should practically be applied by the service representatives.
- Analyse the coachee’s needs and select or adapt approach and activities in line with needs.
- Communicate all logistics and requirements to the relevant administrator to ensure the coaching intervention is run smoothly

**Assessment for coaching interventions (Analysis)**
- Analyse data in order to identify trends, i.e., quality control statistics, quality assurance assessment, complaints and escalations registers, P&L (fixes) registers, VOI/VOC etc. feedback, listening to calls and reviewing written client communication, and whatever other information is available at the time.
- Collaborate with quality control/assurance team/s and line managers to identify coaching requirements including knowledge, skills and behaviours for both teams and individuals.
- Identify skill gaps as well as soft skill and attitudinal performance gaps.
- Collaborate with line managers to develop coaching and training action plans for service representatives.

**Engage with clients in a client centric manner (Client Services)**
- 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.

**Self-management and teamwork (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.

**Contribute to financial controls and planning (Finance)**
- Identify solutions 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.

**General**
- Deliver positive, seamless, quality, personal and professional learning and coaching facilitation during every interaction with the client (internal and/or external) in a considerate and timely manner.
- Maintain a consistent differentiated learning and coaching experience within a pressurised, fast-paced and deadline driven environment.
Competencies

**Competencies Required**:

- Passionate about learning, coaching, upskilling, empowering and growing others - with a “will do, can do” attitude - demonstrating determination and encourage others to achieve excellence in every task, action and/or interaction.
- Working with and servicing people - demonstrating an interest in others, working effectively in teams, building team spirit - showing care and consideration f