Product Coach

Discovery Limited; Sandton; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Discovery Insure seeks a Product Coach for Insure Claims to design and deliver training programs using ADDIE principles, identify skill gaps and update learning materials to high quality standards. You will oversee onboarding, SOP updates, and assess training impact across the Insure Claims department.

You will drive customer service excellence, coordinate training for product launches and new systems, and ensure staff capabilities align with policy coverage and claims procedures.

Qualifications

• Knowledge of Personal Lines short term insurance products and services.
• Ability to create engaging training programs tailored to the audience.
• Strong written and verbal communication skills.
• Proficiency in handling customer queries and ensuring satisfaction.
• Familiarity with e-learning tools and training technologies.
• Ability to analyze feedback and performance data for improvement.
• Flexibility to adapt training methods to evolving trends.
• Knowledge of Personal Lines short term claims processes.

Responsibilities

• Oversee the full Training Cycle: assess needs, plan, develop, coordinate, train, monitor and evaluate.
• Identify performance gaps within the Insure Claims Department and design learning solutions.
• Develop or source learning experiences to fill gaps, including soft skills.
• Assess impact of training interventions on employee performance.
• Develop, implement and facilitate onboarding training for new staff.
• Update SOPs and ensure alignment with business processes and products.
• Deliver training for new product launches and systems; report outcomes to leadership.

Skills

Short Term Insurance Knowledge

Instructional Design

Communication

Customer Service

e-learning tools

Analytical Skills

Adaptability

Claims Knowledge

Education

Matric (Essential)

Job description

Discovery – Insure Product Coach (Insure Claims) - Short Term Insurance

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Insure

Discovery Insure is committed to creating a nation of great drivers and building better businesses through our innovative Shared-value Insurance model. Discovery Insure is South Africa’s fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor and home insurance sectors. Vitality Drive, an internationally recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East.

The company employs over 1 000 people who are committed to putting our customers and financial advisers first by providing unique and innovative solutions and cover.

Key Purpose

To oversee and be responsible for, but not limited to, all training for the Insure Claims area. To design and develop Training Programmes and Material by applying the ADDIE principles according to high quality standards of the Insure Select business and to evaluate training cycles and update material when necessary. This involves the process of identifying the skills, knowledge, information and attitude gaps of a targeted audience and creating, selecting or suggesting learning experiences that close this gap, based on instructional theory and best practices from the field.

Areas of responsibility may include but not limited to

• Complete the full Training Cycle (Assess needs, plan, develop, coordinate, train, monitor and evaluate)
• Identify Performance, skills, knowledge, information and attitude gap analysis for the Insure Claims Department.
• Design, outsource and/or suggest learning experiences to fill identified performance gaps within the Insure Claims Department including soft skill training.
• Assess the impact of training interventions on employee performance.
• Develop, implement and facilitate onboarding training for new employees.
• Update and implement all standard operating procedure (SOP’s) for Insure Claims
• Develop, implement and facilitate training programmes for existing staff to ensure continued alignment to business products, SOP’s and processes.
• Ensure high level of customer service through appropriate training, development and coaching initiatives.
• Conduct audits to identify training gaps and ensure these identified gaps are filled timeously.
• Change influencer – can help manage change, must assist in influencing teams in a positive manner and be cognisant of all issues and challenges within the Insure Claims area.
• Be the Quality custodian ensuring improved quality delivery through training and coaching initiatives. Inclusive of managing the quality assessment questions & dashboard.
• Drive a Culture of Customer service excellence.
• Deliver training for product launches, systems and new products.
• Report on outcome of training considering the Insure Claims strategic deliverables.
• Provide training that enhances the technical skills of the Insure Claims Consultant as professionals, ensuring they have a deep understanding of insurance policies, coverage, and claims procedures.

Knowledge, Technical Skills And Expertise

• Short Term Insurance Knowledge: Knowledge and understanding of the Personal Lines short term insurance products and services and how that can be used to meet customer needs.
• Instructional Design: Ability to create engaging and effective training programs tailored to the needs of the audience.
• Communication: Strong verbal and written communication skills to clearly convey complex information.
• Customer Service: Proficiency in handling customer queries and providing excellent service to ensure customer satisfaction.
• Technical Proficiency: Familiarity with e-learning tools and other training technologies.
• Analytical Skills: Ability to analyze feedback and performance data to continuously improve training programs.
• Adaptability: Flexibility to adapt training methods to different learning styles and evolving industry trends.
• Claims Knowledge: Knowledge and understanding of the Personal Lines short term claims processes and how that can be used to meet customer needs.

Education And Experience

• Matric (Essential)
• Minimum of 5 years’ experience in the Short-Term Insurance industry (Essential)
• Minimum of 1 years’ training and coaching experience (Essential)
• Minimum of 2 years' claims processing experience (Essential)
• Discovery Insure experience (Advantageous)
• Change Management (Advantageous)
• Project Management (Advantageous)
• Coaching or training certification or similar (Advantageous)