Bronwynn Rhode Email & Phone Number

Cape Town Area, South Africa

Gather and collate data and requirements for new products or enhancements of existing productsCreate process models to support either data of process flowManage the sign off of product/change briefing documentation between all stakeholdersCreate function specification documentationInterpret requirements into user storiesLog, assign and manage Jira tickets and provides support to developer teamLiaison between External Client and Development Team to ensure that requirements for product build are metCreate and provide testers with Test Scenarios and test casesCompile training documentation and act as support liaison with Front End UsersAnalyse Reporting Data to ascertain project's success and/or identify areas of improvementFacilitate and assist with production issues post implementation (for a set period)

Cape Town Area, South Africa

Manage the Business Process Department and provide support to the Loan Operations Division - Support the Loan Operations Division by providing by providing the specialized services of Process Analysis.Responsible for resource allocation and the prioritization thereofResponsible for team strategic planningAccountable for maintaining strong working relationshipsResponsible for maintaining an accessible document repository of Processes and SOPsSupport the building of business Cases for strategic projects, enhancements and new product developmentSupport the implementation and sustainability of best practices and solutionsEstablish and run a quarterly Content and Document Management Steerco for LoansDefine and manage change control processes for Operational Content and liaise with project teamsCoordinate the design of new document templates and liaise with IT or BI where data has to be provided by external systems as part of projectStakeholder management and liaison - to ensure that changes are rolled out on the various channels simultaneouslyContent and document Optimisation including change control - ensure documents are updated, tested and ready for roll out within the deadlines. Ensure sign off of documents by all stakeholders and coordinate releaseResponsible for alignment across customer communicationManage document translation and language requirements

Cape Town

Stakeholder management and liaison - to ensure that changes are rolled out on the various channels simultaneouslyContent and document Optimisation including change control - ensure documents are updated, tested and ready for roll out within the deadlines. Ensure sign off of documents by all stakeholders and coordinate releaseResponsible for alignment across customer communicationManage document translation and language requirementsManage the Business Process Department and provide support to the Loan Operations Division - Support the Loan Operations Division by providing by providing the specialized services of Process Analysis.Responsible for resource allocation and the prioritization thereofResponsible for team strategic planningAccountable for maintaining strong working relationshipsResponsible for maintaining an accessible document repository of Processes and SOPsSupport the building of business Cases for strategic projects, enhancements and new product developmentSupport the implementation and sustainability of best practices and solutions

Cape Town

Requirements Elicitation - gathering information from the business and user community in the organisationSolution justification - Drawing up the business case for a system (estimating system size, risk, resource requirements)Business (process) improvement - Identifying ways of improving business systems (using business process redesign, information requirements analysis)Requirements modeling - Identifying the requirements of the business for control, security and data integrityInterface Analysis & Design - Define the interface requirements of the system (using prototyping)Requirements Specification - Preparation and communication of Requirements documents

- Continuous Quality Improvement - Improve operational systems, processes and policies - Manage and increase the effectiveness and efficiency of Product Lifecycle Management Services- Facilitator between the Client, PLM team, divisional and other applicable role players when required.- Act as facilitator between the Client, PLM team, divisional and other applicable role players when required.- Manage deadlines and deliverables and resources for projects. - Manage escalations- Manage ISO implementation and processes within Product Lifecycle Management area- Compile risk assessment- To assist Innovation and Technology teams to develop and implement products and services- Compile Business Requirements Specifications- Identifying processes that are prohibiting optimilization of staff and the communication of findings to relevant stakeholders- Business Process Improvement- Review business processes and ensure that all processes complies accordingly

Cape Town

- Staff scheduling- Responsible for the continues updating and documentation of contact centre processes- Responsible for Gap analysis- Identifying processes that are prohibiting optimilization of staff and the communication of findings to relevant stakeholders- Performance and Productivity management- Quality monitoring- Team incentive- Team KPI and map sessions- Coaching and Staff development- Monthly Reporting and tracking- Dealing with irate customer (as per escalation procedures)- Administration – leave overtime, timesheets, etc- Stay abreast with product and policy changes and explaining such information to team members and ensuring that they understand - Team motivation and initiatives- Responsible for initiating incentive schemes and managing staff morale

Johannesburg

- Business Process Improvement- Define and develop relevant processes- Review business and ensure that all processes complies accordingly- Improve the efficiency of processes- Assessing of transactions in order to ensure that standards (quality) are maintained and improved- Process mapping (current and new processes)- Root cause analysis exercises- Developing appropriate corrective measures- Gathering and assessing relevant statistical information- Ensure the integrity of data- Ensure that any duplicate data is eliminated- User Training- User Support- Gathering of information and Analysing of data- User and Functional Specifications- Workshop Facilitation- Productivity and Staffing Analysis- Project Coordination and Management

Cape Town Area, South Africa

- Ensure that the evaluation of predetermined customer interaction within the customer care is assessed with regards to accurate and consistent application of procedures- Provide oral and written feedback regarding conformance an consistency to evaluation procedures- To update the relevant evaluation tool (evaluation system) within a specified time period- Liaise with all relevant role players in the event of a dispute regarding customer satisfaction- Identify and compile training needs for Call Centre Consultants- Reengineering of processes and procedures- Provide coaching to Call Centre Consultants- Compile call traces, trends and analysis- To uphold ISO 9001/ 9002 standards of Customer satisfaction- Compare customer satisfaction index results to other service related industries

Cape Town

-Responsible for daily updating team information on registers-Human resources – Performance on climate survey-Responsible for creating and maintaining PDP’s for team members-Ensure that weekly and monthly reports are drawn up and agent scores are correct-Ensure that agent’s information on bonus calculator is submitted and correct-Responsible for submitting team members KPA scores on a quarterly basis-Ensure that all agents within the team reach and maintain the call centre targets (Quality, quantity, productivity and adherence)-To ensure the successful business implementation of skills based routing-Adherence to quality assessment-Ensure that all application problems are escalated timeously-Responsible for dealing with irate subscribers-To ensure that buddy coaching takes place where required-Ensuring that agents are working under comfortable working conditions-Responsible for informing call centre agents of new products and to ensure that all agents are familiar with product information

Cape Town Area, South Africa

-Ensure that all customers receive excellent service in a professional and efficient way-Provide service to customers through excellent product knowledge – ensuring that all customers leaving the Centre are satisfied-Ensure a high level of confidence and decision-making-Interpret and analyse information and ensure that the required administrative processes are executed timeously and accurately-Build relationships with other departments and ensure that actions they support within the Contact Centre are executed accurately and timeously-Communicate with customers (verbal and written). Ensure ongoing feedback with customers as required-Multi-skill based operational needs-Ensure on going training and self development as required-Ensure continuous follow up on transactions being processed

Certificate, Project Management

Diploma, Business Analysis

Certificate In Systems Analysis And Design, Systems Analysis And Design

Itil V3 Foundation

Certificate: Accredited Quality Assessor(Saqa), Quality Assessor, (Nqf Level 5 And 6)

- Conduct Outcomes-Based Assessments (NQF Level 5) - Design and Develop Outcomes-Based Assessments (NQF Level 6)

N6 Certificate Travel And Tourism, Tourism And Travel, N6

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Project Management Fundamentals, Project Management