Responsibilities• Conducted interviews with key stakeholders, including sales, inventory, maintenance, operations, and customer support teams, to understand their specific requirements and pain points• Create project plans to fit stakeholder and customer needs and deliver with-in budget on desired outcomes; full accountability for project results• Responsible for eliciting, comprehending, and translating business requirements for the system's customer-facing/operational change… Show more Responsibilities• Conducted interviews with key stakeholders, including sales, inventory, maintenance, operations, and customer support teams, to understand their specific requirements and pain points• Create project plans to fit stakeholder and customer needs and deliver with-in budget on desired outcomes; full accountability for project results• Responsible for eliciting, comprehending, and translating business requirements for the system's customer-facing/operational change, considering both functional and non-functional aspects, and managing these requirements to support effective solution design• Using BPMN, map out the AS-IS and TO-BE processes, as well as perform gap analysis, to drive improvements on the proposed solution design• Conduct validation testing of created features for a web-based service and aid with the new system's UAT (User Acceptance Testing) by documenting and executing test scripts with business users• Supporting product designers (UI/UX) in providing insights into user behaviour; visualising design strategies by leveraging proficiency in Balsamiq, Lucid Charts, and MS Visio to create wireframes, mock-ups, and prototypes• Create process and workflow maps using Microsoft Visio and track backlogs on Jira using the acceptance criteria and update the RAID log to identify, manage and recommend action to mitigate risk• Facilitating requirements gathering sessions to elicit stakeholder requirements needed for custom software solutions, conducting analysis, validation, and revalidation of business requirements to create a smooth-running Business as Usual (BAU) flow Show less

• Lead the customer journey mapping initiative, identifying pain points and opportunities for improvement and reduction in customer churn• Implemented an advanced customer segmentation model, resulting in more targeted marketing strategies and a 15% increase in campaign response rates• Introduced predictive analytics models to forecast customer behaviours, leading to a 20% improvement in the accuracy of anticipating financial product preferences• Establish and manage Voice of… Show more • Lead the customer journey mapping initiative, identifying pain points and opportunities for improvement and reduction in customer churn• Implemented an advanced customer segmentation model, resulting in more targeted marketing strategies and a 15% increase in campaign response rates• Introduced predictive analytics models to forecast customer behaviours, leading to a 20% improvement in the accuracy of anticipating financial product preferences• Establish and manage Voice of Customer programs, incorporating feedback into product and service enhancements, leading to a 20% increase in overall customer satisfaction.• Enhance fraud detection algorithms, reducing false positives by 15% and improving the overall efficiency of the security measures• Implemented behavioural analytics tools to analyse online and mobile banking interactions, resulting in a 25% improvement in personalised customer experiences• Establish a real-time customer feedback system, enabling promptly address issues and improve customer service responsiveness, contributing to a 20% increase in Net Promoter Score (NPS)• Optimise digital channels based on customer insights, leading to a 30% increase in online and mobile banking usage• Provide valuable insights for new product development, contributing to the successful launch of innovative financial products tailored to customer needs• Develop and implement customer lifetime value models, enabling the bank to prioritise high-value customers and tailor retention efforts, resulting in a 25% increase in CLVSupport customers via email, chat, phone and support the success of Stats Perform products• Increase adoption, supporting renewability by partnering with the sales organisation, and overseeingholistic customer satisfaction• Conduct regular outbound calls and business reviews with customers to drive overall account health,including benchmarking, adoption, and best practice adherence Show less

• Utilised in-depth knowledge of product to liaise with customers to define requirements and needs.• Provided product support on implementation to new and existing customers and roll outs.• Resolving product configuration issues• Engaged the customers to ensure products and channels were optimal best for customers, suited theirneeds and encouraged utilization.• I collaborated with a cross-functional team of developers and marketing team to align marketingmessaging with… Show more • Utilised in-depth knowledge of product to liaise with customers to define requirements and needs.• Provided product support on implementation to new and existing customers and roll outs.• Resolving product configuration issues• Engaged the customers to ensure products and channels were optimal best for customers, suited theirneeds and encouraged utilization.• I collaborated with a cross-functional team of developers and marketing team to align marketingmessaging with the project scope.• Provided implementation consultancy support for the new on-boarded clients and existing clients tochurn out maximum utilization to drive increase in deposit volume and value.• Managed the client access and implementation team that supported customers via email, chat, phoneand support desk software for Commercial and Corporate Internet banking platforms.• Scheduled live demo-trainings to new and existing customers via screen share tools and on webinars.• Organized periodic surveys to existing customers to ensure they are getting the best from the channelsand tease out ways to improve user experience while supporting KPI delivery.• Provided consultancy-style support and advice for the Commercial and Corporate Internet bankingplatforms• Updated training videos and documentation as required to optimize impact and relevance and facilitatedremote and in person training sessions.• Led with the deployment, testing and improvements of the products on the channels.• Communicated complex IT concepts to technical and non-technical audiences for completecomprehension. Show less

• Worked with key stakeholders to prioritise requirements for product migration unto digital self-service channels• Working alongside the wider business managers to deliver one coherent strategy, ensuring the bestconversion opportunity and client retention• Managed cross-functional teams and stakeholder communication and ensured product migration frominitiation phase to implementation phase channel by channel.• Scheduled and facilitated face-to-face and online stakeholders'… Show more • Worked with key stakeholders to prioritise requirements for product migration unto digital self-service channels• Working alongside the wider business managers to deliver one coherent strategy, ensuring the bestconversion opportunity and client retention• Managed cross-functional teams and stakeholder communication and ensured product migration frominitiation phase to implementation phase channel by channel.• Scheduled and facilitated face-to-face and online stakeholders' meetings to allow collaboration between project team and client teams.• Assigned project tasks to team members and checked in regularly for status update to deliver on scopeand timelines.• Managed cross-functional teams and stakeholder communication and ensured product migration frominitiation phase to implementation phase channel by channel.- Successfully migrated all existing payment or receivable products into digital products usable on selfserve channels (online banking and mobile banking) through API integrations and provided customersupport to increase bank product utilisation by 30% year on year from 2020 to 2022 Show less

• Defined product strategy, product roadmaps and work with Delivery Manager to deliver new solutions,scaling and iterating the user centric product• Worked with product development team members to optimize product specifications.• Redeveloped products and materials for improved cost efficiency.• Strengthened first and second level support for transaction Services channels and product support model• Collaborated with cross-functional teams to deliver projects on time and… Show more • Defined product strategy, product roadmaps and work with Delivery Manager to deliver new solutions,scaling and iterating the user centric product• Worked with product development team members to optimize product specifications.• Redeveloped products and materials for improved cost efficiency.• Strengthened first and second level support for transaction Services channels and product support model• Collaborated with cross-functional teams to deliver projects on time and under budget.• Managed on-boarding processes within agreed turnaround time and improve cross-sell ratio• Managed key electronic Cash Management payments and collections platforms• Key consultant and support person for the Commercial and Corporate Internet banking platforms anddigital products.• Updated training videos and documentation as required to optimize impact and relevance.• Led with the deployment, testing and improvements of the products on the channels. Show less

● Drive client adoption and online migration and improve cross-sell ratio.● Provide first level and second level support for all Corporate and Commercial banking on-boarded clientsby way of training or resolution of challenges● Provide support for all branches for payments and collections platforms● Manage on-boarding of clients and amendment requests● Complaints resolution within accepted turnaround time (same day)● Periodic surveys to monitor and improve user… Show more ● Drive client adoption and online migration and improve cross-sell ratio.● Provide first level and second level support for all Corporate and Commercial banking on-boarded clientsby way of training or resolution of challenges● Provide support for all branches for payments and collections platforms● Manage on-boarding of clients and amendment requests● Complaints resolution within accepted turnaround time (same day)● Periodic surveys to monitor and improve user experience and product utilization.● Provided consultancy-style support and advice for the Commercial and Corporate Internet bankingplatforms● Updated training videos and documentation as required to optimize impact and relevance.● Led with the user acceptance testing and improvements of the products on the channels. Show less

• Conducted thorough root cause analyses for recurring complaints, leading to the identification and elimination of systemic issues, resulting in a 30% reduction in repetitive complaints• Introduced proactive measures to address potential issues before they escalated into complaints, reducing the overall complaint volume by 15%• Implemented customer education initiatives to manage expectations and reduce misunderstandings, leading to a 25% decrease in complaints related to… Show more • Conducted thorough root cause analyses for recurring complaints, leading to the identification and elimination of systemic issues, resulting in a 30% reduction in repetitive complaints• Introduced proactive measures to address potential issues before they escalated into complaints, reducing the overall complaint volume by 15%• Implemented customer education initiatives to manage expectations and reduce misunderstandings, leading to a 25% decrease in complaints related to miscommunication• Established an efficient escalation handling process, resulting in a 15% decrease in cases requiring senior management intervention• Integrated advanced complaint management systems, automating processes and improving tracking mechanisms, resulting in a 30% increase in operational efficiency• Implemented comprehensive reporting mechanisms, providing clear insights into complaint trends and performance metrics, aiding in strategic decision-making• Implemented quality assurance programs for complaint resolution, ensuring consistent and high-quality service delivery across all interactions Show less