Client Engagement:- Manage client goals and objectives, ensuring successful delivery.- Organize and facilitate sessions with clients to gather requirements and objectives.- Conduct regular update sessions with clients on project delivery progress.Project Management:- Maintain an up-to-date technical project plan, readily shared with business partners.- Facilitate and participate in solution sessions, presenting findings to clients for sign-off.- Collaborate in inception and sprint planning sessions to align client sprints with 4-Sure's goals.- Create essential documents such as briefing documents and user stories on Confluence.- Review and approve solution flows and mockups.- Ensure comprehensive test case coverage for all requirements and issues.- Schedule releases to minimize technical operational impact.Operational Management:- Maintain agreed business operational SLAs with 4-Sure.- Create and share regular dashboards with clients.- Analyze operational data to identify opportunities for enhancements and process improvements.People Management:- Ensure timely completion of people-related processes, including one-on-one meetings and performance reviews.- Conduct regular coaching sessions to support team development.- Prioritize skill-building and refinement of team members.By combining my skills in client engagement, project management, operational oversight, and people management, I aim to drive successful projects that meet and exceed client expectations while fostering the growth and development of my team.

Duties: Collect and analyze data from a customer experience perspective and implement digitized solutions to improve business systems and processes within Home loans, Wealth and Insurance. Role includes Interpreting, analyzing customer data. Understanding of current business processes and systems. Design & automate solutions. Complete user stories and collaborate with cross-functional teams comprised of UX, technology, support, testing, product manager and feature analysts etc. Liaise with internal and external stakeholders. Complete business cases. Build and refine measures to measure success. Key responsibilities / Accountabilities- Facilitate and participate in discovery/inception workshops to create a shared understanding of user needs and the potential technology solution required to deliver to these needs.- Identify user journeys which map out how a user will go through the system.- Work ahead of the team to get clarity on some (not all) requirements before the next iteration.- Create relevant user stories- Collaborate with cross-functional teams comprised of product management, / UX, technology, support, testing and other subject matter experts to gather and analyse functional needs and user story requirements Groom user stories through business interviews, workshops or procedures and map user stories ensuring they come together as a cohesive whole.- Provide the Product Owner with key information for prioritization and estimation.- Facilitate and participate in iteration meetings (product backlog grooming, planning meeting, daily stand up, review meeting and retrospective).- Obtain sign off during iteration review sessions.- Manage the stories (in JIRA), ensuring that all requirements are loaded as stories, ensuring the stories are assigned to epics.- Support showcasing stories to stakeholders.- Work very closely with user experience team to ensure that processes, wire frames and content are optimally intuitive to end-users

• To provide leadership to the administration areaManage the team by ensuring customer service levels are met and SLA’s are met or above standard.• Ensure compliance with agreed levels of authority for own area and with all applicable laws, regulations, group policies and procedures.• Conduct staff performance appraisals and manage the staff training and development plan, for direct reports, resulting in a well-trained and motivated team. • Discuss and agree on staff personal and career development plans.• Provide the necessary mentoring and coaching to subordinates on performance gaps relating to technical, interpersonal and conceptual skills. Draft and set staff performance contracts and Key Result Areas in line with business objectives and Service Level Agreements.• Problem solving, planning and decision making

• Full job description attached – Below are some key responsibilities• Manage the team by ensuring customer service levels are met and SLA’s are met or above standard.• Ensure compliance with agreed levels of authority for own area and with all applicable laws, regulations, group policies and procedures.• Conduct staff performance appraisals and manage the staff training and development plan, for direct reports, resulting in a well-trained and motivated team. • Discuss and agree on staff personal and career development plans.• Provide the necessary mentoring and coaching to subordinates on performance gaps relating to technical, interpersonal and conceptual skills. Draft and set staff performance contracts and Key Result Areas in line with business objectives and Service Level Agreements.• Problem solving, planning and decision making

Continuous Improvement Champion / Analyst- Responsible for driving Continuous Improvement Ideas and Projects in PBB Operations.- Providing direction, support and guidance to Consultants and Team Leaders when logging Ideas and Completing the project charters.- Monitoring Connect sessions/Meetings and making sure Team Leaders are discussing Continuous Improvements with the staff and are driving ideas and projects.- Making sure all staff understand how to identify obstacles and solutions and the process of logging and implementing ideas and projects. - Implementing Ideas- Liaising with Innovation & Improvement and departments / Business partners that will be affected when Implementing ideas(change in Processes etc.) - Secure the consistency of innovation, identifying and weeding out weak initiatives as early as possible, while accelerating promising ones Implement solutions in an agile manner- Compile weekly and monthly data of Ideas/Projects logged and Implemented. - Provide weekly and monthly updates to Team Leaders/Managers/Head of Ideas/Projects logged and Implemented.- Provide weekly and Monthly updates of progress of targets met- Create tracking tools for Ideas / Projects

Manage the accurate verification and quality checks on all applications and deals taken up. Ensure credit and fraud checks are performed accurately within accordance with laid down procedures, limiting the risk of fraudulent / inaccurate applications processing. Manage the processing of applications in the required turnaround times ensuring high level of customer service. Maintain a high level of integrity and ethical standards.

Capture complete applications & request assessments on OS2. Retrieve & Verify documents on filenet. Recapture applications received by verifications and dealer makers. Rightfax documents into teleforms for indexing. Liaise with verifications, Communications, Receive, Mobile Consultants and business partners. Update daily stats and send to relevant Team Leaders and Managers. Allocate work to capture consultants. Update Process control charts. Action queries received from verifications and dealer makers. Investigate errors made by consultants and send an updated report to the manager.

Homeloans ReceiveEnsure that all incoming mail/faxes/applications/documents are allocated or indexed within the set time frames. Sort and distribute application related documents (manual and / or electronic) to the relevant functional area. Sort all applications or documentation in order to send the application or documentation to the correct area within origination. Check all documents for minimum criteria in order for the application to go through the next stage in the production line.(Teleforms/OS2)Report accurate stats to the Team Leader on a daily basis.Create a profile or index on the relevant system(OS2 & Teleforms)Capture the first screen of the application. Derive an account number and update history note / notepad where applicable.Verify the property details in order to perform a valuation request on property(OS2)Filter out the waste or non value add documents in order to enhance customer experience(Teleforms) Analyse the information received and ensure it meets the minimum criteria.

Handle all Natis requests, handle request for Duplicate natis for clients and Std Bank. Contact clients when their natis documents Are ready for collection. Issuing Border letters to clients, re-registering vehicles, Issuing dealer stock & proxy letters to dealers Receive contracts and ensure all Documentation and information on the Natis, invoice and contract is correct. Scan all documents once everything is inOrder. Assist clients queries, via fax, phone, email or post. Ensure clients files are in order and are filed in numerical order. Ensure all filing of office documents is up to date and assist in general administrative duties.Capturing and checking data accurately, efficient and timeously.

Handling all Natis queries on the Gijima system. File all Natis documents for the hive,Handle all requests for duplicate Natis Documents, Ensure that all the information on the Natis documents is correct, Making available Natis documents to staff for hand over to legal department on legal and repo accounts, Undertake ad hoc related duties when requested. Carry out all functions relating to Natis documents. Contact clients when their documents are ready for collection. Releasing cheques to dealers, data capturing, filing, office duties.

Office work, filing, data capturing. Updating clients contact details, removing the kyc status, collecting the fica documents from personal clients. Updating business’ contact details, issuing fais letters to business’. Contacting clients to update their fica documents. Opening Accounts and funeral Plans.