Experience

• 

  Vodacom

  Mar 2011 - Jul 2016

  Business analyst specialist/product owner

  • Lead and conducted in depth analysis of the customer journey processesand requirements of the Vodacom online website and MyVodacom App. Inaddition, performed system impact analysis for feasibility working togetherwith developers and solution architects. • Elicited requirements through interviews, workshops and observationstechniques with various stakeholders including senior level stakeholders. • Developed business cases, wrote requirements in the form of user stories andFunctional Requirements Specification /Business Requirement Specification with the corresponding acceptance criteria business rules for medium tolarge projects. • Performed stakeholder analysis for projects to ensure alignment amongstimpacted teams/business units and to regularly communicate businessproject status updates. • Managed defects identified during testing and assigned to relevantdevelopers to resolve as well as testing on QA environment andco-coordinating User Acceptance Testing with business in productionenvironment. Show less

• 

  Multichoice

  Aug 2016 - Sept 2017

  Senior business process engineer

  • Defined standards, guidelines and governance for managing processes withinMultichoice Africa business units and countries. • Managed and reviewed all processes documented by the analysis team toensure that they conform to the required process standards and managedchanges to existing models.• Analysed, documented and re-engineered processes by performing gapanalysis, problem analysis, identifying pain points and handovers in existingprocesses to improve efficiencies, reduce costs and remove wastage andbottle necks. Used the Enterprise architecture and Casewise tool for mapping. • Communicated and presented findings and proposals to stakeholders forreview and approval to implement. • Provided thorough requirements and instructions for successfulimplementation of process changes.• Collaborated with the Business Process Architect in developing the BusinessProcess Architecture for the business and developed Standard OperatingProcedures for key functions or processes in the business units. Show less

• 

  Liberty group south africa

  Oct 2017 - Sept 2022

  Using digital technologies to create new business processes and change existing processes , including culture for the ultimate purpose of transforming customer and employee experience to meet the ever changing business and market requirements. Looking after Kenya, Namibia, Botswana, Zambia, Uganda, eSwatini, Lesotho etc.Duties:• Provide input on new and disruptive technologies and identify where thesesolutions could be beneficial in country • Mapping of strategic business objectives with relevant digital platformtechnologies that enable the businesses to reach their long term and shortterm goals. • Facilitate the realisation of the digital transformation strategy, involving allrelevant stakeholders in defining the digital transformation journey androadmap to achieve digital innovation in country to deliver value to clients incountry.• Oversee the enhancement of existing features by driving improvements to thechannel /platform quality of service focusing.• Analysis and design of existing processes with an emphasis on identifying painpoints, designing a simplified, integrated and digitised service experience incountry. • Co-ordinate and implement the integration and design of digital technologysolutions in support of the digital and innovation roadmap to support theevolvement of the digital transformation landscape and vision. • Provide digital innovation thought leadership and digital awareness byinjecting experience and intellectual capital to multiple areas within countrye.g. during discussions and or meetings or facilitating training sessions orsharing future technology information. Show less • Develop and consolidate all reporting pertaining to security, servicemanagement, architecture and related projects to be submitted to variousboards and committees such as Liberty Africa Insurance Business Exco,Information Technology Exco , Manco and the Group Information TechnologyCommittee Board. • Managed the formulation and sign off of the IT Service Level Agreements foreach country and the service provider in the respective Liberty Africa Regions.• Lead the analysis, design and implementation of Salesforce Service Cloud forthe Retail business.• Managed the Service Cloud Feature Team backlog, provided direction,prioritised items in terms of business value and facilitated most of the agileceremonies i.e., daily scrums, sprint planning, refinement, sprint reviews etc. • Coordinated the Product Increment(PI) Planning, engaged and negotiatedwith other dependency teams to cater for development and SME support withregards to planned delivery features.• Performed regular virtual desk checks with the QA testers and developers inthe team to review current work that’s being developed or in testing to ensurebusiness requirements are met early on, and to clarify or resolve any issues orquestions from team.• Hosted sprint reviews to demonstrated finalised and in progress solutionconcepts to business for feedback.• Mentored and coached the analysis team on ways of working , BA practicesand business processes. Show less Designed processes to understand overall architecture and assess the impactof change from a business process and system perspective.• Managed the product backlog items and prioritised them in collaboration withthe Product Owner.• Wrote user stories, acceptance criteria and related business rules to add onthe product backlog for specific projects or enhancements. Also maintainedJIRA and Confluence that hosts documentation for backlog items and thedevelopment board.• Facilitated workshops for requirements in the backlog that require variousexpertise for analysis which included liaising with development team,architecture design, impacted system subject matter experts, API team, otherBA's and business owners to ensure that the solution is feasible.• Reviewed and tested functionality pre and post go live.• Presented new functionality to stakeholders in sprint reviews andcommunicated updates to roadmap items in the pipeline, impediments andany new developments in the weekly business sessions. • Provided first line application support to business by investigating andresolving issues experienced in production environment together with thedevelopment team if required. In addition, tracked and communicatedprogress on the logged defects and advised on possible solution interim andlong term if need be.• Identified enhancements to improve current production functionality asa result of recurring incidents, gaps in the process, or user experienceenhancement functions in the application. Show less

  • Lead Specialist: Digital Transformation | Liberty Africa Insurance

    Nov 2021 - Sept 2022

  • IT Business Manager: Liberty Africa Regions

    Feb 2020 - Oct 2021

  • Senior Digital Business Analyst

    Oct 2017 - Jan 2020
• 

  Standard bank group

  Oct 2022 - Oct 2023

  Senior solutions strategist(sme)

  • Solution management: Responsible for current business services and processes specific to Personal Lending journey, resolution of operational problems on the different products and systems, conduct actual product performance findings across channels and provides guidance on the tactical implementation and /or any enhancements to deliver the desired results in the front line. Responsible for solution redesign and delivery, develop proposed end-to-end target state client journey (conceptual and detailed view) working together with solution architect and UX/UI team.• Customer Journey: Identify value and non-value-added activities in the journey ecosystem. Conduct customer research and competitor analysis for insights on business problem/opportunity. Document the as-is IT landscape in order to define the capability gaps as input into the development of the client journey. Define opportunities for automation and digitalisation to improve customer experience.• Delivery of commercial outcomes: Develops business cases relating to the customer desirability, feasibility and bank viability. Demonstrates the impact of delivery on cost; revenue; customer and NPS. Review performance of deployed solution and prepares recommendations for enhancements.• Risk management: Considers existing policies and procedures when designing and testing different approaches during concept stage, in order not to incur additional operational, credit and market risk. • Customer/User acceptance criteria and solution testing: Work with customer/users to develop acceptance criteria or test cases for the system, test the solution and ensure fixes are done for detected errors.• Measures of success: Achievement of financial objectives. Successful delivery and implementation of the client journey. Increased user and customer take up. Customer satisfaction ratings. Adherence to risk and compliance requirements. Show less

• 

  Mtn

  Aug 2023 - now

  Digital transformation manager

  Primary Duties : * Focused on strategy development and implementation - formulating strategy and developing practical, pragmatic solutions to deliver on MTN Groups Digital Transformation ambition through digital and innovation. * Responsible for developing , prioritising , and executing on the digitalisation of consumer journeys for MTN Group to enhance customer experience (internally and externally) .* Providing oversight and guidance over the Digital Transformation programmes execution at the 18 OpCos in Africa and Middle East, to assist OpCos in delivering on the Groups sales and service targets the overall programme. Measurements of success: * Digital Platforms : platform pilot and rollout, engagement rates, improvement in operational service metrics , and improvement in digital channel sales metrics * Customer adoption on the platform * Customer sales on the platform* Customer experience management * Customer NPS * Churn reduction Show less