Job Overview
Your role is to optimise performance in the department through coaching, observations and best practice sharing to help us increase the Commercial, Customer and Efficiency metrics in the various departments within SSL. This role offers an opportunity to support the SSL Management team to enhance continuous improvement.
Key Performance Areas (but not limited too)
· Conducting 121 and Group coaching sessions to improve individual performance against the departmental/business objectives.
· To be confident and adaptable in delivering different coaching methods such as GROW, EDIF and Active Manager.
· To be able to identify colleague’s growth opportunities through the delivery of effective coaching and timely follow ups.
· To be able to unlock what motivates colleagues through effective questioning.
· To use the MI that’s readily available and to be accountable for tracking the ongoing performance to ensure the performance goals and expectations are achieved post coaching activity.
· Setting the highest standards and acting as a performance champion.
· Take ownership and control of the staff performance ensuring that the performance needs are understood and met.
· Helping people do the best work of their lives with individual growth plans in place for each colleague.
· Maintaining excellent levels of department function and product knowledge and growing your portfolio for maximum diversity.
· Create a culture where people development is at the heart of what we do.
· Provide results/feedback and coaching to agents and managers as appropriate to ensure continuous improvement/customer outcomes.
· Ability to set SMART actions to achieve market leading Customer and Commercial performance.
· Strong influencer and be able to motivate people by acting as a SAGA Role model.
· To have natural ability to plan and priorities your work so optimal performance is delivered in a timely manner.
· Creative and innovative thinker who makes good decisions.
· To be confident and constructive and to have the ability to be able to communicate with all stakeholders.
· Ability to create and deliver learning material but to be versatile in your planning and delivery to suit the colleagues best learning needs.
· To create and maintain a department best practice library
Skills & Attributes
· Highly motivated self-starter who seeks continuous improvement
· Demonstrates a passion for development of others and great service
· Excellent verbal and written communication skills
· Analytical and methodical, with the ability to think of innovative solutions
· Ability to master new requirements quickly
· Excellent time management skills with experience of planning and managing their own workload
· Good knowledge of Financial insurance products and principle
· Proven track record of high-quality results, particularly commercial, customer and efficiency.
· Good standard of written and spoken communication
· Proven track record in delivering high quality coaching.
Qualifications and Experience
· Previous Coaching experience would be (advantageous)
· Minimum -year experience within BPO space (essential)
· Matric/Equivalent
· Relevant Qualifications would be (advantageous)
· Proven performance track record (essential)
Job Types: Full-time, Permanent