Operational Coach MMH260729-9

Momentum; Centurion; On-site; ZAR 240,000 - 380,000; Full time

Job summary

Momentum is seeking a dedicated Training and Coaching specialist to elevate performance and quality in line with business standards and client expectations. The role emphasizes developing coaching action plans, updating training materials, and ensuring adherence to quality standards within the Customer Services department.

You will conduct coaching sessions, analyze trends, and provide feedback to leadership.

Qualifications

• 3–5 years coaching experience in a client service environment.
• Minimum 3 years Claims and Membership Training experience is essential.
• Knowledge of and exposure to QA or coaching tools is advantageous.
• Coaching qualification would be an advantage.
• Ability to design and deliver learning programmes would be an advantage.

Responsibilities

• Collaborate with leadership to develop coaching and training action plans.
• Review and update Training Plans and SOPs.
• Report on adherence to quality standards and identify training requirements.
• Conduct group and individual coaching sessions to embed skills and behaviours.
• Analyze training trends and recommend team interventions.
• Provide feedback on quality control and QA assessments.
• Monitor effectiveness of coaching initiatives and report on outcomes.
• Investigate client queries and ensure timely feedback to stakeholders.
• Deliver on service levels and client targets as agreed.

Skills

Coaching

Training

Quality Assurance

Team Leadership

Client Service

Education

Matric

Job description

Role Purpose

To coach new and existing employees to enhance and improve performance and quality aligned to business standards and client expectations.

Requirements

• Matric
• 3–5 years coaching experience in a client service / operational environment.
• Demonstrated experience supporting performance improvement (coaching, mentoring, training, QA or team leadership exposure).
• Minimum 3 years Claims and Membership Training experience is essential.
• Knowledge of the GEMS products, systems and processes is advantageous.
• Coaching qualification would be an advantage.
• Ability to create and deliver learning programmes would be an advantage.

Duties and Responsibilities

• Collaborate with leadership and stakeholders to develop coaching and training action plans for employees.
• Review and update existing Training Plans and related SOP's.
• Report on adherence to the quality standards of the department and collaborate with other business units and customer services Leadership to identify coaching and training requirements for both teams and individuals within the Customer Services department.
• Conduct group and individual coaching sessions to ensure the correct skills, knowledge and behaviour is embedded.
• Analyse and document training and coaching trends and business requirements and make recommendations for team training interventions.
• Report on areas of opportunity and risk within the team and make recommendations to close identified gaps.
• In conjunction with the leadership provide the team with constructive feedback with regards to quality control and quality assurance assessments.
• Monitor and report on the effectiveness of coaching initiatives for the relevant team(s);
• Investigate client queries within the agreed service level and ensure
• that client (internal and external)receives timeous feedback.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Deliver on service level agreements made with clients internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Facilitate efficiency of product, systems and processes.