Process Optimization Specialist

2 weeks ago


Sandton, South Africa Hollard Recruitment Full time

As a Process Optimization Specialist at Hollard Insure, you will play a key role in supporting the company's IT strategy by analyzing and developing software solutions.

Key Responsibilities:

  • Technical Expertise: Facilitate workshops with business users to gather requirements, generate ideas, and validate future designs.
  • Process Improvement: Assess, map, optimize, and digitize business processes for RPA, ensuring efficient operations and optimal results.
  • Business Analysis: Identify and document business requirements specifications in line with business goals, ensuring alignment and success.
  • Change Management: Lead change management and rollout implementation for new solutions, fixes, and enhancements, ensuring smooth transition and adoption.
  • Communication: Communicate and market new features and functionality to stakeholders, promoting awareness and adoption.
  • Incident Management: Run task teams for implementing solutions, resolving incidents, and troubleshooting between business and RPA teams during implementation and rollouts.
  • Support: Provide first and second-level support for RPA-related queries and errors, ensuring timely resolution and satisfaction.
  • Problem-Solving: Assess, prioritize, and fix basic queries/errors related to RPA, ensuring prompt resolution and minimal disruption.
  • Impact Analysis: Conduct impact analysis on severity of issues to determine and quantify the scale of problems for prioritization metrics.
  • Service Restoration: Ensure restoration of service for high-priority fixes/builds in coordination with the development team.
  • Stakeholder Management: Coordinate with business stakeholders to manage demand and validate business cases in the pipeline.
  • Resource Management: Manage and coordinate BA, CI, and PM resources assigned to projects, ensuring effective utilization and delivery.
  • Verification: Verify business analysis work supplied for projects/fixes in terms of clarity, completeness, and accuracy, ensuring that builds address business requirements.
  • Technical Specifications: Design and document technical specifications for RPA, gaining sign-off through appropriate channels.
  • Dashboard Management: Build and maintain dashboards and metrics related to transactional statistics published in Power BI or SQL.

Relationship Management:

  • Stakeholder Relationships: Establish, manage, and maintain relationships with all HI stakeholders regarding ongoing projects in engineering and development.
  • Issue Resolution: Oversee resolution of identified conflicts and issues through collaboration with the team and relevant stakeholders.

Customer Service & TCF:

  • Customer Service: Maintain a high level of service to customers (internal and external) according to the service standards set by the company.
  • Treat Customers Fairly: Ensure all customers are treated fairly, adhering to the company's service standards.


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