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Coaching and Knowledge Management Professional
2 months ago
We're seeking a highly skilled Coaching and Knowledge Management Specialist to join our Member Insurance and Claims team. As a key member of our team, you will be responsible for delivering coaching and on-the-job training to new and existing team members, ensuring customer service standards and value are achieved.
The primary focus of this role is to support the development and growth of team members within Member Insurance and Claims, ensuring customer service standards and value provided to our members is achieved. You will work closely with stakeholders to ensure training and knowledge management is consistent and aligned to divisional strategy and objectives.
Key Responsibilities
- Deliver on-the-job training and coaching in line with ART frameworks across different modes, including face-to-face and virtual sessions, with a focus on positive and engaging learning experiences.
- Create and update knowledge articles that align to best practice and ensure that content is up to date and relevant.
- Identify any knowledge gaps and develop solutions to address these gaps.
- Work closely with stakeholders to ensure training and knowledge management is consistent and aligned to divisional strategy and objectives.
- Provide timely feedback and coaching to uplift customer experiences and embed newly acquired skills.
About You
We're looking for a highly organized and skilled individual with excellent communication and interpersonal skills. You will have a genuine passion for customer service and the ability to inspire others to deliver outstanding customer experiences. You will also have experience in delivering training and workplace coaching, as well as strong verbal, written, and presentation skills.
We value diverse thinking, cultures, perspectives, backgrounds, and abilities. If you're a motivated and results-driven individual who is passionate about customer service and training, we encourage you to apply.
