Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

This role transfers specialist product information, system skills and in-depth process knowledge through coaching and development. The incumbent is individually accountable for achieving results through own efforts.

The position of a SKILLS COACH involves setting standards of service excellence, based on customer expectations.  Through attentive coaching and developing of staff skills, the Skills Coach will transfer specialist product information, system skills, in-depth process knowledge and above all, a passion for customer-focused service.

Key Result Areas

Develop a strong team of Client Service Professionals to produce both technical and service excellence via coaching skills.Assess all transaction types to evaluate service quality (Quality Assessment).Provide feedback on evaluations, with a view to grow and develop staff.Identify developmental needs.Document progress and development of staff against certain criteria.Provide expert technical information and coaching.Manage information regarding new products, new procedures, legislation and compliance requirements, etc.Keep abreast of new technology and products implemented within the area.Handle and resolve call escalations.Identify opportunities for process improvement that will benefit the customer.Contributes towards the quality and efficiency of learning & development.Identify quality trends & coach accordingly.Make use of quality tools and systems to effectively deliver coaching and quality outcomes.Develops and maintains procedural documentation.Produces reports regarding the quality results, trends and themes.Collect and analyse customer feedback to identify trends, improvement and enhancement opportunities.

Role Requirements

Matric (NQF4) as minimum qualification.Tertiary qualification (NQF5 and above) advantageous.2 – 3yrs experience working in an Old Mutual servicing environment essential.Previous coaching experience would be advantageous.Excellent system navigation skills (e.g. Bizagi, EMS, Compass, Chorus, MyService, Omunet, Craft, Vantage).Working knowledge within a Call Centre environment, workflow systems as well as back office processing will be advantageous.Computer literate – MS suite of products (Excel, Word, E-mail, PowerPoint).Innovative, creative, and passionate about customer service.Excellent communication skills (speak, read, write).Strong planning and organization skills.Strong analytical and problem-solving skills.A passionate team player that will coach and upskill their staff.Adaptable to change within the organization.Able to manage own deliveries within time frames and deadlines.

Skills

Education

Matriculation Certificate (Matric) (Required)

Closing Date

09 July 2024

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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