• Contribute to the design, automation, and acquisition, transformation and data loading processes in a high volume, high availability data warehouse environment• Optimisation, support, documentation and maintenance of the data warehouse environment• Run Scrums and manage Kanban board in line with Agile approach• Conduct data gathering and analysis to understand business requirements• Identify the current- and future-state business processes• Measure the effectiveness of processes to ensure they are good and appropriate for the business• Assess client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) • Analyze, validate and develop functional and technical process requirements, techniques, controls and ensure understanding among business partners (Systems Developer, Front-End Developer and various Scrum Masters)• Test system build to ensure requirements alignment• Facilitate User Acceptance testing and User Training• Create Senior Management documentation of all outputs, for first review by the Centre of Business Excellence within Stanlib• Mentor practical BABOK application on the Stanlib Business Analyst Mentorship Programme• Make use of best practices from both Waterfall and Agile Project Management principles

Formal recognition of my Project Management skills within the Business Process Optimisation Team. Duties:· Manage execution of work required to achieve the team’s targets· Ensure that the team, capabilities, tools and processes support the professional image of the company· Ensure that the high quality of production is upheld, maintaining consistently high standards for the team and the company· Prioritize project work within the team· Form a positive working relationship with the appropriate client contacts· Provide weekly reporting on projects and operational services· Qualitatively analyse the client portfolio to understand the business requirements and convert those requirements into manageable deliverables· Manage change control process (in line with ISO 9001 requirements) during the project and ensure that all documentation is kept up to date· Identify project opportunities and mitigate project risks· Pro-actively detect errors or failures and raise the necessary flags

Duties:· Use Project Management principles and manage the project deliverables with MS Projects 2013· Specialise with iGrafx, Visio and Bizagi software to perform all duties· Identify and formally capture Business Process Architecture· Ensure BPMN 2.0 principles are captured within all As-Is and To-Be diagrams· Conceptualise and simulate To-Be processes· Create and maintain a project information repository, in line with ISO 9001 methodology· Facilitate workshops, interviews and focus groups to obtain and satisfy client requirements· Liaise with process owners, including Directors and Chief Directors· Conceptualise the SCOR framework for implementation· Write management reports for process review and implementation

Duties:· Conceptualise, implement and manage business process improvement initiatives· Implement ISO 9001 and its Quality Management System· Review company processes and create an organisation-wide intranet· Communicate with various levels of business stakeholders to ensure understanding and buy-in for improvement initiatives· Manage various key stakeholders to maximise input and ensure process creation· Identify various projects and use project management tools to manage them· Create As-Is and To-Be diagrams using Bizagi software

Duties:· Develop and implement processes for the Customer Escalations team· Manage process specific improvements and ensure process integration and optimisation of people and process technology· Provide operational input, conceptualise and implement changes related to the Ackermans Customer Care Service Level Agreement and its processes· Liaise with internal customers to identify and incorporate controls for managing strategic risk concerns within the Customer Escalations Teams and PEP processes· Advise and assist the Customer Service Department in evaluating and documenting its existing processes and any control gaps that may appear· Own the recruitment process (create recruitment documentation, interview) for Customer Escalations and PEP project staff· Facilitate workshops and interviews to document and improve processes · Manage and quality control the output of the Customer Escalations team

Duties:· Ensure customer satisfaction, retention and service recovery· Network across different departments to encourage business delivery· Maintain clear communication with clients regarding mutual expectations· Resolve escalated and high-touch queries on a daily basis

Duties:· Action financial changes on members plans· Analyse customers monthly recon statements· Distribute business to business billing statements· Communicate effectively, orally and in writing with all Discovery customers

Duties:· Assist with escalated queries from brokers, franchises & customers· Provide medical aid recommendations to Discovery Clients

Duties:· Formulate business and marketing strategy· Identify opportunities to improve business efficiency· Source, analyse and identify new opportunities for the business· Reconcile journals and balance sheet· Ensure that all customer accounts are correctly processed

Duties:· Process all customer queries, in- and outbound (emails, calls and live web chat)· Administrate and file team data