Product Coach

**Business Unit**:Discovery Insure

**Function**:Client Service

**Date**:19 May 2025

**Discovery - Insure**

**Product Coach (Retention) - Short Term Insurance**

**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 Insure**

Discovery Insure is committed to creating a nation of great drivers and building better businesses through our innovative Shared-value Insurance model. Discovery Insure is South Africa’s fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor, home and business insurance sectors. Vitality Drive, an internationally-recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East.

The company employs over 1 000 people who are committed to putting our customers and financial advisers first by providing unique and innovative solutions and cover

**Key Purpose**

**Areas of responsibility may include but not limited to**
- Complete the full Training Cycle (Assess needs, plan, develop, coordinate, monitor and evaluate)
- Identify Performance, skills, knowledge, information and attitude gap analysis for the Retentions Department.
- Design, outsource and/or suggest learning experiences to fill identified performance gaps within the Retentions Department.
- 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 Retentions and Collections
- Develop, implement and facilitate training programmes for existing staff to ensure continues 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 manage change, influence teams in a positive manner and be cognisant of all issues and challenges within the Retentions area.
- Be the Quality custodian ensuring improved quality delivery through training and coaching initiatives.
- Drive a Culture if Customer service excellence.
- Drive all change management for Retentions.
- Deliver training for product launches, systems and new products.
- Report on outcome of training considering the Retentions strategic deliverables.
- Design, regular update and training of Insurance competitor information

**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.
- **Retention Strategies** Expertise in customer retention techniques and strategies specific to the insurance industry.
- **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

**Education and Experience**
- Matric (Essential).
- Minimum of 5 years’ experience in the Short-Term Insurance industry
- Minimum of 1 years’ training and coaching experience
- Change Management (Advantageous)
- Project Management (Advantageous)
- Coaching or training certification or similar (Advantageous)