Performance Enhancement Coach at Santam Insurance

Key Responsibilities

• Track, monitor and report Sales and CE Quality Assurance findings for new policies sold and/or servicing and retaining existing business.
• Review and report on the Quality of Advice provided to the clients during all client-facing interactions in the business (the traditional “QA function”).
• Achieve and maintain the required targets on QA samples to be audited (these also include outsource business validations i.e. Homegrown).
• Review, analyse, report and take appropriate actions / corrections on all client feedback, including QA findings, Complaints received, (the traditional “Complaints function”), Voice of the customer (VOC) dissatisfaction actions to the Performance Enhancement Coach FLM.
• Provide individual training and coaching to client-facing staff based on specific findings, record and document discussion points for improvement monitoring.
• Act on all errors incurred during client-facing interactions through a corrective interaction with the client (the traditional “Corrections function”) with the sales / CE Consultant.
• Be Co-accountable to define the required client experience in collaboration with the client-facing functions and corrections.
• Accountable to escalate non-compliance findings to the Performance Enhancement Coach FLM, Compliance Officer and/or Head of Santam Direct.
• Propose further interventions, including coaching, training, to address non-adherence by referring to the relevant line managers for disciplinary action/s to be considered, and monitor that non-adherence interventions are acted on where necessary.

What will make you successful in this role?

• Completed Grade 12
• Completed RE 5 qualification
• NQF Level 4 (Short-Term Insurance Qualification)
• Preferably have quality and/or compliance experience in the financial services sector
• Minimum 3-5 years’ short -term insurance experience and exposure to short-term insurance Personal products

Skills

• Strong administration, systems, process orientation/background
• Computer proficiency (MS Office package)
• Analytical and thorough/detail inclined
• Investigative
• Process orientated (reports and mini audits)
• Good communication skills
• Coaching and development of staff