Prashni Pillay

Experience

• 

  Liberty Group South Africa

  Jan 1998 - now

  Product Owner for Papyrus Developers and Communications Writers and Communications Analysts (BAU Support and Project Support). Attends PI Planning and responsible for creating PI Objectives and presenting objectives to the Arts and Key Stakeholders. Responsible for executing work in order, to meet all PI Objectives.Serve as a voice to project the expectations of customers on new or already existing products.Highlight product features in a manner clearly understandable to the development team.Manage and develop product backlog, as well as user stories backlog for implementation.Conduct backlog grooming meetings with a team of product owners.Attend sprint planning and demo meetings to give feedback on sprint achievement, as well as to scrum team.Monitor the progress of product development, as well as plan for product release.Contact customers and end users to obtain information on expected product features.Provide reports to update management and stakeholders on product development operations.Analyze customer opinions and feedback to determine features or components that will add good value to a product.Participate in agile conferences and study relevant scrum material to update job knowledge/skill.Constantly exchange ideas with product owners within an organization.Assess product value stream to identify areas that require improvements.Measure product performance as well as value delivered to clients in order to make adjustments where necessary.Develop and implement action plans for building and sustaining demand for a productEnsure implemented product features add value to end users and increase company returns. Show less Develop and execute communication strategies – CASC.Develop and execute business plans effectively and monitor progress.Develop an effective communications process to achieve optimal results.Manage, develop and maintaining stakeholder relationships.Drive process improvement to contribute towards operational efficiency and performance. Manage and deliver communication projects as agreed with stakeholders across the Group.Develop staff members and manage the teams' performance through utilising capacity effectively.Plan and monitor the budget and report on any variances. Review ways to reduce costs in the business without impacting customer service. Attend to cost recoveries for additional services rendered by Communications team.Manage risks in the communication process.Implement plans to mitigate risks. Show less Key Areas: • Risk Management • MIS Analysis and Information Management• Forensics Risk Team - Support Operations, Call Centre, Sales Channel• DIS - Data Integrity SupportDevelop and execute strategies, monitor progress and ensure core areas are providing customer support to various departments, including sales, servicing team and support areas.Develop people and manage team performance by utilising capacity effectively.Applying compliance and risk management principles, as well as managing change management.Lead budget planning and monitoring, taking responsibility for business value management and costing of projects within agreed budgets. Manage Customer Service activities.Quarterly tracking of strategic plans.Manage risk in the business and implement plans to mitigate risks.Manage the planning, implementation and execution of management information for the division.Hands on approach to assist with customer complaint or stakeholder management dispute. Show less Facilitated the structure for operational effectiveness, practice and process improvement within the cluster and across retail operations.Provided integrated team plans and individual team outputs within functional guidelines.Ensured that processes and services were planned, and projects were scheduled and coordinated to efficiently achieve quality goals. Ensured quality, streamlining and process enhancements for value added services. Established and maintained networks with internal and external sources. Coordinated SE and project proposals from each department’s production analyst or systems SME.Vetted requests as applicable and also obtained input from other departments as appropriate. Presented requests for approval at management and Manco meetings and forwarded responses to Business Engineering, acting as liaison and coordinator for feedback and queries.Liaised with Business Engineering and Systems IT regarding user testing required across the cluster.Defined business needs and measured and reported on progress for the area of accountability, ensuring that objectives were met.Managed MIS and statistics, liaising with the staff responsible for MIS in each department.Used best practice to standardise statistics output and collated MIS into presentation standard.Continually sought opportunities to enhance MIS output.Responsible for cost management, ensuring projects and initiatives were appropriately assessed in terms of cost or benefit analysis and aligned to business objectives.Managed audits and risk findings, providing suggestions to business to enhance processes.Compiled comprehensive monthly reports on projects and progression.Established Management Information Tool for Shared Ops – QlikView. Show less Provided integrated team plans and individual team outputs within functional guidelines, ensuring processes and services were planned, scheduled and coordinated to achieve quality goals. Coordinated team leaders to achieve targets and service level agreements.Translated tactical plans into operational objectives.Reported on activities relating to the development, optimisation and management of multiple systems and processes, coordinated to achieve objectives.Responsible for cost management, ensuring that projects and initiatives were appropriately assessed in terms of cost or benefit analysis and aligned to business objectives. Responsible for business value management, managing costs for teams, and ensuring variances were accounted for and justified.Facilitated the structure for operational effectiveness, practice and process improvement.Defined business needs and measured and reported on progress for the area of accountability, ensuring that objectives were met.Established and maintained networks and business partnerships with peers, stakeholders, Business Units (BU) and intermediaries.Ensured recruitment was in line with Group policy and BU standards, including EE targets.Led and assisted staff, building leadership capability and managing talent within the team.Established the quality assurance tool for Servicing, which involved designing and implementing a QA tool, as well as project methodologies, templates and prioritisation processes. Show less

  • Servicing Communications Product Owner (Papyrus & Communications)

    Aug 2021 - now

  • Communications Agile Product Owner

    Mar 2021 - Aug 2021

  • Communications Manager - Retail Operations SA

    Jan 2020 - Feb 2021

  • Business Support Leader: Shared Operations – Group Enablement

    Jan 2014 - Jan 2020

  • Business Process Manager: Retail Operations

    Jan 2010 - Jan 2014

  • Leader Of Multiple Teams: Servicing

    Jan 2009 - Jan 2010

  • Line Manager: Servicing

    Jan 2006 - Oct 2009

  • Team Manager: Front Line Servicing

    Jan 2002 - Dec 2006

  • Senior Service Agent

    Jan 1998 - Jan 2002