DEVELOPING COACHING CULTURES FOR BUSINESS IMPACT

The Jubilee Insurance Company of Kenya Limited implemented a three-phased leadership development programme starting in 2013-14 to address challenges such as low staff morale and poor communication. The programme progressed from personality assessments and 360° surveys to a planned phase of building internal coaching capabilities. Early results indicate improvements in leadership cohesion, employee engagement, and business metrics, including a revenue increase from Kes. 15.48 billion in 2013 to Kes. 21.17 billion in 2014 and a reduction in staff turnover from 15% in 2012 to 10.7% in 2015.

• Jubilee Insurance Company of Kenya faced significant organisational challenges around 2013, including high staff dissatisfaction, low morale, delays in decision-making, and a lack of systematic performance management.
• The company implemented a three-phased leadership development programme: Phase 1 focused on personality assessments and self-awareness; Phase 2 utilised 360° surveys and development actions; and Phase 3 (planned for 2016) aims to create a pool of internal coaches.
• Qualitative impacts of the coaching programme include increased cohesion and transparency within the senior management team, as well as improved relationships between middle managers and staff.
• The programme has led to behavioral shifts in leaders, who report moving away from providing direct solutions toward empowering their teams to find their own solutions.
• Measurable business results partially attributed to the programme include a 37% revenue increase in 2014, a decrease in staff turnover to 10.7% by 2015, and an increase in productivity per employee from $0.4 million in 2013 to $0.49 million in 2015.
• Employee engagement improved from an index of 3.4 in 2011 to 3.6 in 2014, with a future target of 4.0 for 2016.
• The programme faced challenges regarding time constraints for managers to apply learning and a perceived shortage of credible coaches with business understanding.

APA

FSD Africa (n.d.). DEVELOPING COACHING CULTURES FOR BUSINESS IMPACT. https://fsdafrica.org/wp-content/uploads/2025/05/16-07-08-Jubilee-Insurance-Case-Study-1.pdf

Chicago

FSD Africa. DEVELOPING COACHING CULTURES FOR BUSINESS IMPACT. n.d. https://fsdafrica.org/wp-content/uploads/2025/05/16-07-08-Jubilee-Insurance-Case-Study-1.pdf.

Wikipedia

{{cite report |author=FSD Africa |title=DEVELOPING COACHING CULTURES FOR BUSINESS IMPACT |url=https://fsdafrica.org/wp-content/uploads/2025/05/16-07-08-Jubilee-Insurance-Case-Study-1.pdf |access-date=17 August 2026 |via=Climate Insights Directory}}

BibTeX

@techreport{fsdafricanddeveloping, author = {{FSD Africa}}, title = {{DEVELOPING COACHING CULTURES FOR BUSINESS IMPACT}}, institution = {FSD Africa}, url = {https://fsdafrica.org/wp-content/uploads/2025/05/16-07-08-Jubilee-Insurance-Case-Study-1.pdf}, urldate = {2026-08-17}, note = {Indexed by Climate Insights Directory} }