Responsible for improving profitability by supporting the Hollard Insure IT Strategy through analysis and software development.
Key Responsibilities:
- TECHNICAL EXPERTISE
- Facilitating workshops with business users in order to gather requirements, generate ideas, and validate future designs.
- Responsible for assessing, mapping, optimizing, and digitizing business processes for RPA.
- Identify and document business requirements specifications in line with business goals.
- Change management and rollout implementation for new solutions, fixes, and enhancements, including communications and marketing of new features and functionality.
- Running task teams for implementing solutions / resolving incidents and troubleshooting between the business community and RPA team during implementation and rollouts.
- First and second level support for RPA related queries and errors.
- Incident management and resolution with branches, COEs, and rest of Insure relating to RPA.
- Assessment, prioritization, and fixing of basic queries / errors which are RPA related based on process SLA.
- Impact analysis on severity of issues to determine and quantify the scale of problems for prioritization metrics.
- Ensure restoration of service for high priority fixes / builds in coordination with the development team.
- Coordination between business to manage demand and validation of the business cases which are in the pipeline.
- Management and coordination of any BA, CI, and PM resources assigned to the project.
- Verification of business analysis work supplied for projects/fixes in terms of clarity, completeness, and accuracy to ensure that builds address business requirements.
- Design and documentation of technical specifications for RPA and gaining signoff through appropriate channels.
- Build and maintenance of dashboards and metrics related to transactional statistics published in Power BI or SQL.
- RELATIONSHIP MANAGEMENT
- Establish, manage, and maintain relationships with all HI stakeholders with regard to ongoing projects in engineering and development.
- Oversee resolution of identified conflict and issues through team and relevant stakeholders.
- CUSTOMER SERVICE & TCF
- Maintain a high level of service to customers (internal and external) according to the service standards as set by the company.
- Ensure all customers are treated fairly.
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