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 of task teams for implementing solutions / resolving incidents and troubleshooting between 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 co-ordination with development team.
- Co-ordination between Business to manage demand and validation of the business cases which are in the pipeline.
- Management and co-ordination 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 with 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.
