GetSavvi Health is an exciting, growing medical insurance company owned by Workforce holdings. Our Company is looking for a Trainer, with experience within an insurance environment to join our team.
Are you a peoples person with strong leadership skills, have great communications skills and have a high level of accuracy and attention to detail?
Do you consider yourself having the ability to motivate and support staff?
If you answered YES to the above questions, WE ARE LOOKING FOR YOU…
Minimum qualifications and experience:
• Minimum Grade 12
• RE 5 (desirable and advantageous)
• 3 years’ long term insurance experience as a Team Leader, Trainer or Sales Agent
• Excellent verbal and written communication skills
• High level of accuracy and attention to detail
• Team player, problem solver, critical thinker
• Strong leadership skills, with the ability to work under pressure and meet deadlines
• Advanced Computer literacy skills (eg: MS Word, Powerpoint, Excel, Outlook, Skype)
• Confident, assertive, vibrant and energetic
• Ability to motivate and support staff
• Ability to facilitate learning for all audiences eg: staff, brokers, group schemes
Your daily activities will include:
1. Training and Development
• Liaise with relevant stakeholders regarding training requirements for new and existing staff
• Create a training plan, training material and assessments for all training interventions
• Facilitate training of Company Overview, Product Knowledge, Standard Operating Procedures, Compliance requirements, Systems training, Sales and Customer Service training
• Ensure that reporting and administrative tasks are effectively managed to ensure that deadlines are met
• Ensure monthly coaching interventions are scheduled with all non performing and new staff members
• Monitor performance and report on improvement
• Assist Operations Leadership with enhancing with ad hoc tasks which are geared at achieving the company objectives
• Initiate training when required ( New intakes (internal and External) , existing staff employees and QA training flags and assigned training)
• Ensure all training material ( Manuals, Workflows, Call scripts for all departments etc) is updated and relevant within changes of processors within the business
• Monitor and report on training and coaching implementations
• Assess calls to identify the need for training and development
• Conduct assessments to evaluate the effectiveness of the training provided
• Identify problem areas for an agent and provide solutions
• Have one on one feedback sessions with agents regarding their progress
• Implement processes and procedures to improve the team and department performance
• Conduct and oversee regular workshops for all departments within the company ( 1 workshop per quarter per department ) unless instructed otherwise
• Log call time by taking calls in all the departments
• Conduct Monthly call listening sessions with each department to establish the department gaps
• Identify strengths and weakness in agents
• Create and maintain a positive and motivated environment
• Give recognition to agents
2. Quality and Compliance
• Ensure compliance to company policies ( Standard Operating Procedures and Fit & Proper)
• Adherence to all company policies and procedures
• Achieve objectives and execute work plan ( training objectives , schedules , process flows , performance feedback documents etc) for department and individual needs
• Supervise calls
• Audit Calls by accessing the calls as per the QA workflow.
• Conduct and prepare calibration sessions with the QA department and Company KI
• Implement all Compliance updates required as per Masthead , AUL etc
• Ensure POPI is implemented and strictly enforced
• Ensure all new sales representatives are added to the FSCA registers and removed once resigned or terminated
• Ensure Bi Monthly Sales Fit and Proper questionnaires are completed , filed and sent to KI officer
• Ensure all internal and external POPI and Compliance processors are followed
3. Administrative Duties
• Compile trend reports based on employee performance (per department)
• Complete and update progress reports ( Weekly and Monthly)
• Develop weekly and monthly planner and provide to line manager
• Compile and complete all audit forms (POPI and COMPLIANCE)
• Complete all sign off documents and ensure all required parties sign
• Submit daily, weekly and monthly reports on the agents performance currently in training /coaching or development
• File and scan all training registers , sign off documents , incubation documents
• Give recommendation with regarding probationary review
• Escalating queries, call quality or any system related issues to the up line manager/technical support team
• Escalate all IT related matters to the Up line manager
• Complete and submit Incubation feedback reports
• Act as a support function to all departments
What we offer in return:
• Salary: Market Related
• Free Healthcare
• Pension Fund
• Vibrant and enjoyable environment
Is this position for you? Yes? Then email your CV to careers@getsavvi.co.za