Accountable for all deliverables during the Define, Design, configure, Test and Roll Out Phases of the Delivery cycleDeveloping project scopes and objectives, involving all relevant stakeholdersEnsuring technical feasibility, Develop a detailed plan to monitor and track the progress of the projectWorking with key stakeholders to define the requirements and delivery milestones for new serviceEnsure all projects are delivered on time within the stipulated scope and budget,

Accountable for all deliverables during the Define, Design, configure, Test and Roll Out Phases of the Delivery cycleDevelop and manage a detailed project schedule and work planManage contracts with vendors and suppliers by assigning tasks and communicating expected deliverableManaged the detailed tasks required to deliver high quality solutions leveraging the appropriate technology of RPA framework principlesDefine RPA value proposition, re-engineer process to improve automation potential and recommend RPA approach/strategy.Manage teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training.

• Analyze client`s business requirements and processes through document analysis, workshop and workflow analysis.• Understand the AS IS processes for identification and elimination of waste.• Perform gap analysis on Processes, Policies and Procedures for each department within Customer Experience.• Analyze the feasibility of component and develop requirements for new systems and enhancements to existing systems; ensure the system design fits the needs of the users.• Propose streamlined TO BE process.• Develop an understanding of business process requirements through interviewing users and documenting processes as applicable.• Designing and documenting the processes with various stakeholders.• Ensuring the process adherence through regular assessments & raising the chronic issues in steering committee reviews.

• Analyze client`s business requirements and processes through document analysis, workshop and workflow analysis.• Understand the AS IS processes for identification and elimination of waste.• Designed policies, process and procedures complaint to ISO standards and POPI Act.• Perform gap analysis on Processes, Policies and Procedures for each department within Customer Experience.• Analyze the feasibility of component and develop requirements for new systems and enhancements to existing systems; ensure the system design fits the needs of the users.• Review and understand the PoPI impact on processes, policies and procedures• Propose streamlined TO BE process.• Develop an understanding of business process requirements through interviewing users and documenting processes as applicable.• Designing and documenting the processes with various stakeholders.• Ensuring the process adherence through regular assessments & raising the chronic issues in steering committee reviews.• Prepare process flow to enhance the existing business process.• Conducting walkthrough with the business, compliance, legal, fraud, operational risk stakeholders and getting the process signed off.• Formulated business requirements for compliance purpose as per ICASA (Independent Communication Authority of South Africa).• Organize review meetings with various stakeholders.• Liaise between business and technical team to ensure a mutual understanding of processes and application.• Ensure that governance standards are implemented across the portfolio, including tracking, monitoring and updating the status of project / Programme deliverable.• Created weekly reports for stakeholders, internal team.

• Gather and document Business requirements, Functional requirements, Change Business Requirements, Analysis document and use cases.• Develop an understanding of business process requirements through interviewing users and documenting processes as applicable. • Understand the AS IS Branch Place banking process and system integration for the product.• Constant engagement with the IT development team and ensuring screens are aligned to the proposed process.• Designing and documenting the processes with various stakeholders.• Ensuring the process adherence through regular assessments & raising the chronic issues in steering committee reviews.• Prepare process flow to enhance the existing business process.• Conducting walkthrough with the business, compliance, legal, fraud, operational risk stakeholders and getting the process signed off.• Provide support to the Enterprise content management project to identify and manage the project requirements.• Formulated business requirements for compliance purpose as per SARB Act.• Facilitating solution & design workshops and requirement gathering sessions, structuring and documenting the new features on a Documentum.• Worked with QA team to design test plan and test cases for User Acceptance Testing (UAT) pre and post deployment.• Provide input into developing and modifying systems to meet client needs and develop business specification to support these modifications.• Liaise between business and technical team to ensure a mutual understanding of processes and application.• Managing the progress of Restructuring Program by keeping a track of all activities in various phases of SDLC.• Carrying out risk analysis by identifying items on the critical path and raising flags in various stakeholder meetings (Using Microsoft Project Plus).

• Understand the AS IS as per current process and helping in eliminating the unnecessary workflow for faster process.• Propose TO BE process aligned with digital strategy.• Constant engagement with the IT development team and ensuring screens are aligned to the proposed process• Getting the ARIS process map and Work Instruction published on Group Reference Guide (GRG).• Designing processes for Standard Bank Personal and Business Banking in terms of Records Management• Requirement gathering and elicitation – Functional and non-functional• Processes including digitization of customer documents and back scanning historical documents.• Designing destruction process to include destruction of historical customer documents for declined and closed accounts in line with legal and compliance regulatory guidelines• Producing key artifacts related to business requirements, decision making e.g.: Decision Document, Analysis document, Approach Document• Ensuring project plans are created and maintained, deliverables are tracked against time, cost and ensure resource utilization is as planned.• Liaise with community and ensure that standards are implemented consistently across Project / Programme.• Delivered the To Be business processes with improved SLAs, efficiency along with qualitative and quantitative benefits• Analyze client`s business requirements and processes through document analysis, workshop and workflow analysis.• Ensure that governance standards are implemented across the portfolio, including tracking, monitoring and updating the status of project / Programme deliverable.• Responsible for providing process updates given by clients to the stakeholders and implementing the same by conducting weekly meetings.• Create appropriate presentations and reports to track and monitor Project Status

• Tracking MIS: Periodically track MIS and prepare reports that aid in decision making for senior management in terms of debts recovery.• Training Management: Preparation of training module for the team for all the updates according to the business requirement• Carrying out risk analysis by identifying items on the critical path and raising flags for senior management’s action.• Managing/maintaining documentation related to customer queries.• Managing escalations and providing best available solution to customers as per recent business updates.• Ensuring customer dispute leaves minimum impact on process and business.• Guiding the members of the group assigned to me as a Group Leader.• Ensuring professional interactions (with both internal and external stakeholders).• Responding to Stakeholders queries via chat, e-mail and web tickets• Responsible for providing process updates given by clients to the agents and implementing the same by conducting shift briefings.