Celia Contomathios

• Vitality is Discovery's Rewards and Wellness Programme
• Introduced Robotics Process Automation into Vitality RSA
• I created and led the team to initially prove the capability and then get approval and budget to formalise the RPA capability
• Scaled the team. Today we are a team of 5 developers and 3 analysts, supported by a Scrum Master and a Development Manager.
• Formalised the business operating model to include Digital Workers
• Familiarise business with RPA opportunities . Lead regular sessions with each business unit, to mine processes and uncover opportunities.
• Lead a fortnightly Automation Forum, where automation opportunities , are presented by Business for evaluation.
• Responsible for the quality of all Process definition documents produced by the Analysts (PDDs)
• Lead a weekly Automation Solutions Forum where the automation designs and solutions are reviewed . All solution options are considered and agreed open by a cross-functional team. Solution definition Documents (SDDs) are then produced
• Ensuring RPA Governance & monitoring
• Change Management is essential as processes are automated and people are impacted.
• Responsible for Tracking ROI. As of the end of 2024 - 7 business areas have 74 automated processes in production. Some processes run hourly, daily, weekly & Monthly , which equates to 1800 processes run monthly - equating to 15 FTE's work
• RPA has shown tremendous value and has not only saved hours of manual tedious work but has reduced keyman/keytime dependencies, reduced negative customer Impact & member calls. It has also reduced the need to skill staff on manual processes and has improved TAT's

• Vitality is Discovery's Rewards and Wellness Programme
• I am the Business Architect for all new R&D benefits launched or new systems being implemented.
• I am responsible for conducting workshops with internal and external stakeholders, business owners and systems architects to make informed and strategic decisions
• I Lead the Architecture solution Forum which comprises architects & product owners. The Solution Forum is responsible for evaluating each new Product launch. The output of the Solution Forum is a complete impact assessment, a view of the scope (epics/features) and a comprehensive understanding of alternate solution options, their costing and sizing
• Seeing the big-picture is critical and understanding how each project fits into our overall Enterprise vision
• I bring a unique skill in understanding the 'big picture' and the roadmap of getting from the 'as-is' to the 'to-be'
• Having this Architecture milestone before proceeding into development, has saved Vitality enourmously in cost and time. Scope and Costing is understood and agreed upon prior to the projects approval.

Projects examples:

• Integrated Active Rewards Platform - allowing members to achieve goals, play a game and get rewarded. This platform integrates to all Discovery Product houses and Discovery Bank.
• New Travel Platform - Solution architecture for the Bank travel platform.
• Voucher Platform - bespoke application to support external Partner Vouchers.
• Compliance - Popia.
• Chat Bot - responsible for the business case approval and implementation.
• R&D New Products - Weight loss rewards, various Health Assessments and integration to Pharmacies, Fitness and integration to Devices, Pay-As-you-Go Gym - QR and Discovery Bank Integration.

• Vitality is Discovery Wellness and Rewards Programme.
• Having noticed a gap in the company's back-office applications, I proposed migrating from a defunct legacy application to a new Vitality Servicing Platform to support Policy Administration, Member Servicing and Call Centre, Partner Operations and Finance Operations
• Composed the Business Case and completed the POC and Proof of Technology for approval
• Collaborated with all the Business owners, all product owners and systems teams to ensure the correct analysis & implementation of new features in the Servicing Platform
• It has been built to be configurable with effective role-based security
• I was responsible for feature backlog and change management
• Worked closely with the customer journey team to get an optimal UX
• The new Vitality Servicing platform has been live for a few years now. It has allowed business to decrease times in introducing new features or products.. It has hugely decreased times to train staff . Enquiries have decreased AHTs and turnaround times . First call Resolutions have increased.
• I am extremely proud walking along the island of the callcentre and administration areas and see my vision live on all the agents desktops.

• VitalityLife is Discovery's Life Insurance Co.in the UK
• I was part of this most exciting start-up of the Discovery Life Insurance Company in the UK
• First as the primary Business Architect and then as the Head of Business Analysis
• I am committed to growing and teaching people and am proud to be able to share knowledge and allow people to reach their own potential
• Setup a Business Analysis team and introduced Agile
• Set up confluence site with templates and defined the Agile process for the BA Team using a combination of Epics/Features/Use-cases/user-stories and acceptance criteria, prototyping, activity diagrams, customer journeys, business rules, Feature prioritization, product planning workshops (PPW)
• Managed the team of 17-19 BA's contractors and permanent
• Developed high-performing team members through effective coaching, mentoring, and performance evaluations.
• Ensure a high standard of Requirements Analysis for all initiatives
• Responsible for my cost-center's budget, increases and incentives and new recruitments
• Projects: Underwriting & Rules Engine - integration to GP's & nurses, Servicing - policy changes and Anniversary Processing, Claims Processing - Workflow & Imaging and Payments, Reassurance & Finance - Premium Payments, Retentions - workflow application, CRM - Microsoft Dynamics for UK's Direct to Customers Call Centre, Compliance - Repricing for Gender neutral change

• VitalityLife is Discovery's Life Insurance Company in the UK
• The Online Adviser Zone is the entry point for all Adviser Business for VitalityLife
• It allowed Advisers to do Comparative Quoting, Life Quoting, Online Applications, Application Tracking and Servicing
• It was the 1st online application in the UK to allow advisers to fully self-service policies and upsell life policies to existing customers.
• As Product Owner I was responsible for all features, their detailed requirements. The success of the organisation was dependent on this digital platform as it is the entry point for all sales.
• Worked with all Advisers, Marketing experts, UX experts, Actuaries, Sales Teams, Compliance and Legal to ensure the correct solution and implementation of all their requirements
• Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.

• Company Overview: Various Domains - Banking, Securities, CRM, Mobile networks
• Business Requirements Analysis/System Scope/System interfaces documentation (UX and system interfaces)
• System Requirements Specification/Use-case modeling, Activity flow, Sequence flows and Domain Object Modeling/User Interface Specifications
• Test Plans, Test Procedures and Test Cases/User Manuals and Help Documentation/Training Plans and Training Documentation
• Various Domains - Banking, Securities, CRM, Mobile networks
• Projects: Online Banking (Investec) - BA for the team that implemented the 1st online Banking for Investec Private Bank, Securities Information System (Investec) - for research analysts, Client Relationship Management (Investec) - Implemented the first CRM application for Investec that was custom built but that continues to this day, Balance of Payments System (BOP) Reserve Bank (FNB), Analytical Consulting Work for various applications - Share Ranking System; Asset Swap System; Mercantrade; Petronas

• Payment Server (Natech) - Analysis and design - UML and C++
• Geographical Info Systems (Eskom) - Analysis and Design
• Procurement Systems (MTN) - Business Analysis
• Unit Trust Project (Nedcor) - Business Analysis
• HR Package (QData) - Business Analysis
• Quoting BluePrint (Liberty Life) - Business Analysis
• Rational Rose ToolSuite OO modelling Tool - Pre-sales & Post Sales Technical Support
• Rational Unified Process - RUP -Training and Course delivery
• Various Airline Control Centre Projects at OR Tambo Airport - Scheduling/Planning/Leave Systems - 4GL Developer and Quality Assurance Analyst