Product Coach - Client Services at Discovery Limited

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 minimal supervision, as well as within a group.
• Coaching skills.
• Presentation and facilitation skills.
• Knowledge of best practice coaching principles advantageous..

Education And Experience

• Degree or National Diploma with subjects relating to training or coaching
• 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