Fidelia Wilson

Experience

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  Barclaycard - UK

  Jul 2006 - Jul 2007

  Process Engineer

  Document process maps for Barclay’s Authorisation Call Centre according to design principles, methodology and business requirements• Ensure that the process measurements are updated where impacts are identified during a project life cycle to ensure that unit cost calculations and turnaround times are accurate• Continuously identify opportunities to improve the process and liaise with internal and external stakeholders• Perform impact analysis (assessing current business processes, procedures and systems)• Assisting with training material• Capacity planning• Liaising with IT to develop infrastructures and data requirements• Identifying cost savings and process improvements Show less

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  Standard Bank

  Aug 2007 - Apr 2008

  Business Analyst

  • Identify, scope and prioritise process and business initiatives• Design and develop practical business solutions while maintaining the necessary stakeholder support/approval• Produce effective business cases and functional specifications• Plan and implement the proposed solutions within the agreed project parameters• Participate in UAT, pilot and production testing• Provide the required project support during implementation• Ensure a successful PIE review.

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  Nedbank

  May 2008 - now

  Information Technology Service Delivery Manager

  • Identify service offerings / requirements• Negotiate and agree SLA’s with various business areas: Corporate, Retail Banking, Corporate Investment Banking, Nedbank Africa and Group Shared Services • Review and update SLA’s• Implement and manage SLA’s• Transfer information between IT and the business partners• Provide formal engagement channel• Resolve/Mitigate all IT Service Management ‘red risk’ Audit findings• Ensure all IT Service Management processes are mapped and complied with• Active involvement in assisting and minimizing IT outagesKey Duties in this Role:SLA/ContractsClient RelationshipsGovernanceFinances/Invoicing EscalationsService Improvement PlansProjects (Windows 10 and11 Migration, Office 365 Migration, Pandemic Assistance provided to ensure users can work remotely)DR AssistanceCreation of reports in line with SLAAssistance with Audit FindingsMonthly Business Engagement Reviews Show less