Advisory Performance Facilitator and Coach (Western - Cape)

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

To enable and improve employee performance by integrating structured learning facilitation, including compliance, soft skills, product and systems training for short-term insurance personal lines & short-term insurance commercial lines, with targeted coaching interventions, ensuring the effective transfer of learning into the workplace and measurable business outcomes. The role bridges the gap between training delivery and on-the-job performance by using data-driven insights such as performance metrics, quality assurance and compliance data, training and assessment results and customer experience feedback to identify gaps, facilitate learning, and provide ongoing coaching support.

Responsibilities

Learning and Development Program Delivery
Deliver engaging face-to-face and virtual learning interventions aligned to business needs. Adapt facilitation approaches based on learner needs and understanding. Ensure effective knowledge transfer and practical application in the workplace

Performance Coaching
Conduct 1:1 and group coaching sessions to improve performance, behaviours, and technical capability. Provide structured feedback based on performance observations and data. Support employees and leaders in closing performance gaps.

Needs Analysis (Learning & Coaching)
Analyse performance data (e.g. QA scores, performance metrics, operational KPIs) to identify skill gaps. Recommend targeted interventions combining training and coaching.

Learning Design & Content Adaptation
Design or adapt learning solutions to address identified gaps. Ensure learning material is relevant, engaging, and aligned to operational realities.

Performance Monitoring & Reporting
Track learner and employee performance post-training. Provide insights, trend analysis and feedback to stakeholders on effectiveness of interventions.

Stakeholder Engagement
Collaborate with business leaders, team managers and SMEs to align learning and performance outcomes. Build strong relationships to ensure buy-in and relevance of interventions.

Embedding Learning & Change
Reinforce product/process knowledge and behavioural standards. Support change initiatives through coaching and targeted learning interventions.

Continuous Improvement
Evaluate effectiveness of learning and coaching interventions. Identify opportunities to enhance learning solutions, coaching frameworks, and operational processes.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of content development, relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Organisational Capability Building
Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.

Education

Grade 12/ SAQA Accredited Equivalent (Essential); Diploma/ Degree in Learning & Development, HR, Education or related field (Advantageous); ETDP qualification or equivalent (learning facilitation certification) (Advantageous); Coaching certification (e.g., coaching diploma/accreditation) (Advantageous); RE5 / insurance related certification (if applicable to business context) (Advantageous); Accredited Assessor / Moderator (Advantageous)

Experience

2 - 4 years’ experience in facilitation / learning & development (Essential); 1 - 2 years’ experience in coaching (sales, service or operational performance) (Essential); Experience working in a contact centre / insurance / customer service environment (Essential); Experience analysing performance data and driving improvement interventions (Essential); Experience facilitating leadership or advanced capability programmes (Advantageous); Exposure to change management or transformation initiatives (Advantageous); Experience designing learning solutions (Advantageous), Managerial Experience Some experience guiding or coordinating others (e.g., learners, small groups, or junior staff) (Advantageous)

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.