Beverly Makgatho

Key Focus Areas:
- Systems Migration Projects
- Small-Scale System Enhancements
- Process Improvements
- Stakeholder Engagement
- Agile Delivery (Scrum Methodology)

Key Responsibilities:
- Elicit, analyse, and document business and functional requirements from stakeholders.
- Facilitate workshops and one-on-one interviews with end users and business SMEs to gather insights.
- Translate business requirements into clear user stories and acceptance criteria for development teams.
- Collaborate with cross-functional teams including developers, testers, UX/UI designers, and product owners.
- Conduct gap analysis and impact assessments for changes and new functionality.
- Manage and maintain product backlog with prioritization based on business value.
- Participate in Sprint Planning, Reviews, and Retrospectives.
- Design and execute test cases for UAT and support business teams during testing cycles.
- Assist in system migration projects by mapping legacy systems to target platforms.
- Perform data validations and support data migration efforts.
- Identify system pain points and propose low-effort, high-impact enhancements to improve customer and agent experience.

Projects :
- Migration of legacy customer service systems to newer platforms.
- Introduction of automation tools for handling premium adjustments and policy amendments.
- Enhancements to user portals including additional self-service options for policyholders.
- Refinement of internal dashboards used by Client Services and Collections departments.
- Streamlining of client communication workflows (e.g., automated notifications and claims updates).

• Developed comprehensive business requirements documents, driving successful project completion within deadlines.
• Enhanced team collaboration with cross-functional departments to streamline project workflows and achieve desired outcomes.
• Collaborated with technical teams in designing innovative solutions aligned with business objectives, resulting in enhanced capabilities across various functions.

• Manage the scope and move through iterations.
• Assist the Scrum Master to organize Sprint Review Meetings.
• Take lead of scrum teams as the Product Owner.
• Provide guidance in mitigating impediments impacting the completion of Release/Sprint Goals.
• Develop and maintain, prioritized and manage backlog of user stories for implementation.
• Write user stories.
• Create and maintain the Product Backlog according to business value or ROI.
• Prioritize the features in the Backlog before Sprint and set Sprint goals.
• Plan and prioritize product feature backlog and development for the product.
• Provide backlog management, iteration planning, and elaboration of the user stories.
• Develop appropriately detailed specifications for product features so that it is clearly understood by the development teams.
• Act as an ambassador for the product internally and externally, and as the primary technical contact for queries related to the product.
• Build and follow a road map.
• Provide insights into the user test cases and arrange product testing groups.
• Define feature acceptance criteria and test cases.
• Manage the user acceptance testing process.
• Track progress in a running system, prevent work by passing repeatable tests.
• Drive product launch.
• Build and maintain product awareness on all levels among product teams.
• Incorporate feature requests into product road map.
• Develop user stories and define acceptance criteria.
• Plan releases and upgrades.
• Review solution design plans.
• Define product vision, road map and growth opportunities.
• Declare the business priority of every user story.
• Substitute functionality and change priorities.
• Manage the development teams to deliver innovative solutions with an appropriate sense of urgency.
• Follow up progress of work and address production issues during sprints.
• Ensure the team focuses on behavior and outcomes that drive customer value.
• Communicate the Business Requirements to the team.
• Work with key stakeholders across the company to ensure successful product releases.

• Mentor, Lead and manage the direct Client Services Team Leaders.
• Champion communication of goals, vision, and procedures developed by leadership.
• Contribute to the achievement of budgeted growth objectives and profitability by analyzing data and developing and executing plans to ensure growth objectives are achieved.
• Design and implement systems and procedures to reflect operational improvements and to meet financial and performance goals.
• Lead human resource functions including interviewing and hiring personnel as well as monitoring and overseeing performance evaluations.
• Managing internal support services to maximize output of the various support from IT, HR, Legal, Compliance & Pricing.
• Monitor and evaluate effectiveness of training programs & adjusting where necessary to ensure Team Member development and Retention.
• Immediately and effectively addresses and resolves performance concerns utilizing the support of Human Resources.
• Provides feedback to management and team members about service structure to improve performance and productivity.
• Assures service standards are being met utilizing the audit and review process.
• Assures client service standards are being met.
• Creates and recommends new standards and any specialized processes or standards based on business needs.
• Assists in monitoring operating expenses and adherence to budget numbers for the location.
• Conducts annual performance reviews for direct reports.

• Ensure all PD documents for all employees are completed and agreed according to the Absa PD process.
• Ensure that daily/weekly and monthly measures are implemented to measure employee performance according to agreed measurement.
• Ensure that employees can view their daily, weekly and monthly performance feedback against call centre and performance targets to track performance against departmental objectives and their own PD performance.
• A minimum of 1 coaching sessions for each employee is required to discuss the performance measures.
• Monthly team meetings to be held (in conjunction with other CSD Manager) discussed.
• Pro-active performance manage all non-performing employees to ensure a high performing department.
• Track performance again after training interventions to ensure improvement.

• Manage call centre operations, including accurate gearing to ensure that Ab and abandonment rate does not exceed 5%.
• Track call centre service levels throughout the day, ensuring appropriate resource allocation to all departmental functions.
• Maintain 85% service level on inbound calls but also to achieve 90% CSI.
• Identify individual and team training needs by analyzing performance statistics, QA and provide feedback to Learning and Development.
• Analyze CSI failures and complaints to identify root causes and implement corrective action.
• Pro-active measurement of customer satisfaction after every call to be implemented and tracked on a daily basis to ensure achievement of 90% CSI.
• Ensure complaints handled within targeted TAT and OSTI complaints responded to and addressed with the customer.

• Attend to all incoming calls and emails timeously.
• Amendments to existing Clients policies.
• Offer financial advice to clients with regards to their Policy.
• Handle all queries relating to unpaid premiums.
• Ensure all premium refunds are requested and processed.
• Processing of manual cash backs.
• Verification of Automated CashBack Bonus.
• Policy Underwriting.
• Re-Underwriting after the Claim has been settled.
• Assist Claims department and Loss Adjusting department with Premium Prejudice calculations.
• Up-selling and annual policy review.
• Contribute to the Service Level by always being available to take a call.
• Drafting of confirmation letters (Tax certificate, Confirmation of Cover, Claims History, Territorial Limits letter and Etc.).
• Ensure all complaints (CCP, Hello Peter & Social Media) are resolved or routed to correct department.

• Attend to all email and calls timeously.
• Arrange Insurance Courtesy Cars for high end Client (Investec Private Bank & Pinion Insurance Brokers).
• Ensure Panel Beaters are contacted to estimate repair completion before rental car is booked.
• Book the right Courtesy Car and adhere to Insurer/Brokers specifications.
• Arrange for Courtesy Car rental period to be extended where necessary.
• Attend to Brokers, Insurers and Training of new Consultants.
• Ensure all Complaints are logged and registered on the complaints register.
• Resolve all complaints with 24 hours of receipt.

• Receive and attend to email and telephonic requests from Clients (Insurance Companies & Brokers).
• Arrange Insurance Courtesy Cars to be delivered to clients or they collect at their preferred Avis Rental Station.
• Communicate rental extension of the Courtesy Car with Avis.
• Communicate with Insurers and Brokers once rentals have been arranged.

• Identify Credit Card transaction from the Main account.
• Buy down Cover Analysis.
• Weekly preparations of contra payments done for service providers.
• Communicate Top Up Cover Sales report to Staff.
• Request Vouchers for Car rental booking from service providers.