Lerato Manganyi

• FSS (Finance Shared Services) Single Point of Contact for transition with local Finance teams by process.
• Document Fit Gaps issue log per country and escalates issues.
• Document gaps reduction solution and retained gaps procedures.
• Document local use cases for validation.
• Coordination of the process migration from African markets Finance to FSS.
• Support/set objectives for the FSS team for the stabilization phase, monitoring of the progress and implementing required actions.
• Support the FSS Managers in setting objectives for the FSSC teams and monitoring of the progress, training the team if required.
• Work closely with management to prioritize business and information needs.
• Monitoring of the backlog (if any) and managing the clearance of the open items.
• Ensuring the completeness of the process documentation after the transition.
• Responsible for current and future business requirements being comprehensively mapped.
• Own the delivery of knowledge transfer activities - to ensure appropriate levels of knowledge for new services to key operational teams are in place.
• Spotting any transition-related issues and creating effective solutions to resolve them swiftly.

Benefits Realized:

• Scaled up Finance Shared Services Record to Report and Payroll accounting function through onboarding activities from Botswana and Uganda.

A business process engineer who focuses on business transformation initiatives for the following functions; Human Resources, Commercial, Finance and Logistics. My day-to-day activities involves identifying opportunities across the aforementioned business functions to promote business efficiency, improve processes, minimize operational costs and maximize revenue.

• Business process analysis and information gathering to shape and create new capabilities and solutions
• Business process design through applying process improvement and reengineering methodologies and principles using best practices
• Facilitating workshops and training
• Developing business cases for investment on opportunities identified to improve business operations
• Perform root cause analysis on operational inefficiencies
• Stakeholder management, which involves interacting with system end-users, SME's, senior stakeholders and project teams.
• Project management, defining project timeless and deliverables
• Business process mapping and documentation
• Defining key metrics and success criteria and measuring them against actual business performance
• Ensure compliance with regulations through conducting risk assessments and engaging stakeholders on risks and mitigating controls
• Change management through keeping business updated, skilled and trained on new processes, new systems and new ways. Ensuring business readiness.

Benefits Realized:

2019

• Implemented a Customer Careline team to support consumer complaints and compliments regarding the South African Breweries related products and services.
• Designed a workflow management system and processes for the Careline team
• Defined roles and responsibilities for the recruitment of the Careline team members
• Reduced consumer complaints by 30% since the inception of Careline team resulted in an increase in our overall net promotor score.
• Defined Change management approach

2020

• Insourced the Quality Assurance team supporting our Customer Experience Centre, resulting in a cost saving and improve in customer service and revenue by 6%.
• Designed processes for the Quality Assurance Call Monitoring team.
• Defined the success criteria and key performance metrics for the Quality Assurance Call Monitoring team.
• Lead the implementation and design of the Quality monitoring system.

2021

• Scaled up services for the Commercial Tech sales team and improved service level.
• Centralized and standardized Human resources onboarding and recruitment processes
• Assisted in the analysis and requirements gathering of the new HR workflow system.

• Coordinating and facilitating analysis, assessment and design workshops and initiatives to identify improvement opportunities.
• Facilitating process design workshops with participants from the processing areas and the process owners.
• Business process engineering, optimization and continuous improvement of the Linked Investment business operational processes
• Mapping processes using the Bank's approved mapping standards (MS Visio). This includes facilitating, designing and documenting process decomposition diagrams and defining and documenting business processes to cover the total life cycle of the product or service covered Overseeing change management process and business adoption to the introduction of new ways of work, processes and systems
• Reviewing process maps to ensure that all regulatory, compliance and operational risk control elements are incorporated and highlighted. Assessing the risk and potential impact of any process changes requested from a system, control and operational risk perspective.
• Highlighting the risks to the process owners. Identifying where systems designs need to be altered in order to integrate the business solution and highlighting it to the process owners.
• Project Management, manage the implementation of change initiatives.
• Deliver project objectives to achieve desired quality and impact, within the approved timeliness.

Benefits Realized

• Standardised operational processes
• Standard document repository
• Documented risk register
• Reduction in operational losses

• Ensuring timely processing of workflow instructions and assisted in resolving client disputes.
• Assisted with special projects and assignments as agreed on an ad hoc basis.