Digital Service Specialist: Chatbot, RPA& Ux

2 weeks ago

Cape Town, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 116-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.
Role Purpose

Drive process enhancements, identify process gaps and analysis of all Digital Service processes. Monitoring innovative solutions to enable business objectives._ _Drive problem solving with a focus on digital to get to the root of client dissatisfaction in line with the digital satisfaction index and to prevent duplication. Use a data and client led approach reflected in the conversa reports to create client stories, prioritize initiatives to track digital adoption and track delivery of quality improvement initiatives.
Requirements
- Information Technology/Business Management or related diploma
- Minimum of 3-5 years’ experience in similar role in insurance industry
- Experience in implementing and enhancing new processes
- Sound understanding of administration processes across the client service and claims environment across all product lines
- Knowledge of insurance products and in-house systems
- Understanding of claims management framework
Duties & Responsibilities

**Internal Process**:

- Manage attended BOT within RPA process including kick-off of Maturity auto process, comms, Bank validation and Risk test.
- Manage Conversa responses within UIPath orchestrator queues.
- Focus on digital to get to the root of client dissatisfaction in line with the digital satisfaction index and to prevent duplication.
- Use a data and client led approach reflected in the conversa reports to create client stories.
- Prioritize initiatives to track digital adoption and track delivery of quality improvement initiatives.
- Monitor and report on work allocation from the orchestrator pool.
- Upload work accordingly into all service work pools.
- Gather and interpret requirements from key stakeholders/customers in line with business analysis frameworks.
- Partner with business to define projects and scope initiatives, drive the implementation of recommendations.
- Collaborate closely with solution teams and a variety of end-users to ensure requirements compatibility and end user satisfaction.
- Ensure that there is testing and validation of all technical solutions and functionalities in line with business requirements on completion of development to ensure that business requirements are met in the implemented solutions.
- Participate in User Acceptance testing and guide users to ensure that the designed solution ultimately meets business requirements.
- Map and analyse business processes to better understand operations to identify areas of risk and opportunity.
- Partner with BUs to drive and execute improvement recommendations.
- Enable BUs to track and control improvement initiatives.
- Enable and support bulk client sms communication process in the context of Digital Service.
- Assist with the automation of processes across Service.

**Client Services**:

- Design **Service Blueprints** that visualize relationships between people, processes, and physical and digital touchpoints in relation to a specific customer journey to discover a path to achieving business goals by solving real client needs, removing redundancies, identify opportunities to enhance cost effectiveness, and increase operational efficiencies.
- Collaborate closely with stakeholders across all business functions to improve client experience across channels, products and touchpoints.
- Collaborate closely with business architects, IT practitioners and functional experts to ensure that client experience designs are practically achievable.
- Deliver on service level agreements applicable to clients and internal and external stakeholders to ensure that client expectations are managed.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Build and maintain relationships with clients and internal and external stakeholders.
- Establish and maintain sound working relationships with counterparts in BPO, IT and other relevant areas.
- Act as a change agent to ensure adoption of changes.
- Participate in providing training and ongoing consulting to Service and Ops as and where required.

**People**:

- Ensure appropriate levels of management and accountability.
- Build stron

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