Supervisor: Coach

Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

The purpose of the Supervisor Coach, Service position is to lead, mentor, and
develop a team of Service Coaches.

This role is pivotal in ensuring the consistent delivery of high-quality coaching activities and floor support to frontline service, driving continuous improvement in consultant productivity and enhancing the overall customer experience through effective coaching strategies and team performance.

The Supervisor Coach will foster a culture of continuous learning and excellence within the coaching team.

Responsibilities

Customised Coaching Plan and Delivery

Develop training courses to fill gaps in existing programs, methods or tools.
Run training programs for specific technical areas using prepared content.
Provide one-on-one coaching to improve performance (product knowledge,
policies, procedures, and compliance).
Ensure that each consultant are guided and coached in accordance with the
measures, goals and objectives set for them.
Align internal stakeholders (Learning and Development Department) to ensure
training stays relevant.
Ensure effective change management to consultants in terms of communicating
and procedural changes in applicable process', scripting, product knowledge etc.
Ensure that consultants are aligned to the brand specific people programme through the management of the onboarding process for consultants.

Coaching Needs Analysis

Review and provide feedback on coaching methodologies and delivery by the
team, ensuring quality, consistency, and adherence to best practices
Collaborate closely with Senior Managers and Team Leaders to identify
departmental coaching needs, develop targeted coaching initiatives, and align
coaching efforts with broader business objectives and performance targets.

Operational Compliance

Develop knowledge and understanding of the organisation's policies and
procedures and of relevant regulatory codes and codes of conduct to ensure
own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.

Identify, within consultant's and coaches performance, instances of noncompliance with the organisation's policies and procedures and/or relevant
regulatory codes and codes of conduct, provide coaching when required.

Work Scheduling and Allocation

Manage coach workload, scheduling, and resource allocation to ensure optimal
coverage and effectiveness of coaching activities across the department.

Insights and Reporting

Extract and combine data to generate standard reports. Provide continuous
feedback and reports to individual and management in terms of coaching impact as well as performance improvement.
Present findings and recommendations on possible coaching opportunities to
Management for approval in order to implement coaching initiatives.

Internal Client Relationship Management
Build effective working relationships within the internal support departments
within the organisation, delivering high-quality professional services. Consult andprovide feedback and support to consultant's, managers and coaches in terms of required coaching needs.

Leadership and Direction

Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy.

Lead, mentor, and develop a team of Service Coaches, fostering a high-performance coaching culture focused on continuous improvement and consultant development.

Education

Grade 12 / SAQA Accredited Equivalent (Essential)

Experience

2 – 3 years experience within a customer service and/or claims environment as a coach (Essential); 2 – 3 years short term insurance industry experience (Essential)., 3 or more years' experience supervising and directing people (Advantageous)Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.

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