Job Title

Performance Enhancement Coach

Western Cape
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Market Related
Sector: Insurance
Posted: 25 January 2024

Job Details

WHAT DOES THE PEC DO?

The Santam Direct contact centre has positions available for a Performance Enhancement Coach. These opportunities are available within the Sales department based in Centurion.  

The main purpose of the position is to provide support to the Direct Business by managing all compliance and risk management processes, policies and practices. 

WHAT WILL MAKE YOU SUCESSFUL IN THE ROLE?

Key Responsibilities

  • Conduct quality evaluations against set standards, to identify error cause removal and performance enhancement opportunities through coaching, training and remedial processing (quality control); 
  • Record and document discussion points for improvement monitoring
  • Review, analyse and report on the quality of advice provided to the clients during all client-facing interactions 
  • Track, monitor and report Sales Quality Assurance findings for new policies sold also for the purpose of 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 expected quality standards
  • 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 FLM, Sales Leadership Team, Compliance Officer and/or Head of Santam Direct (depending on the severity). 
  • Propose further interventions to prevent reoccurrence, through Standard Operating Procedure-updates, training material updates, system change request/incident processing etc. 

 

QUALIFICATIONS AND EXPERIENCE

  • 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

 

BEHAVIOURAL ATTRIBUTES

  • Cultivates Innovation
  • Customer focus
  • Drive for results
  • Collaborates
  • Being resilient

 

WHO WE ARE:

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals, we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.