Francois Joubert
Crestholme
Summary
Process Engineer with 15 years of experience at Nedbank, seeking to pivot back to a core role in Process Engineering. Specialized in ARIS Designer with expertise in ARIS Release Cycle Management (RCM) publication, repository management, and general process modeling. Over the past year, I have served as the Process Portfolio Lead for HR, Core Banking, Digital, and ECM in the Nedbank Process Engineering Centre of Excellence. Proficient in process design, improvement, and decomposition coaching, with a passion for ARIS evaluations and applied object management. Strong problem-solving skills, creative design abilities, and a drive for continuous improvement and automation. Excellent communication and collaboration abilities, document management, and Management Information (MI) tracking. Skilled in process engineering coaching and providing first-line ARIS support, with a keen attention to detail and a love for graphic process design.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Process Portfolio Lead
Nedbank
07.2023 - Current
- Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.
- Conducted thorough root-cause analyses for issues identified within processes, resolving problems quickly to prevent recurrence.
- Maintained a strong focus on customer satisfaction by consistently delivering high-quality processes or services on time without compromising on safety or regulatory requirements.
- Contributed significantly towards achieving company goals through strategic planning, implementation of new technologies, and alignment with business objectives.
- Fostered a culture of collaboration among team members by promoting open communication channels and encouraging idea sharing for optimal problem-solving strategies.
- Delivered consistent process improvements through the utilization of data-driven decision-making methods.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Empowered team members to take ownership of their roles by providing clear expectations, guidance, and support in achieving personal performance objectives.
- Created comprehensive documentation outlining procedures for each process step-by-step along with troubleshooting guides, ensuring consistency and best practices shared across teams.
- Increased overall productivity by providing training and support for team members in best practices and techniques.
- Enhanced operational performance by conducting regular audits and making necessary adjustments to processes.
- Streamlined process workflows by identifying inefficiencies and implementing targeted improvements.
- Leading PEs to model correctly, adopting internal standards/notations
- Maintaining portfolio statistics & trackers of progress
- Assisting with creating initial assessments costing for resourcing
- Creating architecturally aligned ARIS folders, including PR,SP & AC model treatment
- Conducting quality reviews & issuing scores for developmental attention, driving standards & the EPABA method
- Locking ARIS models by setting status to "In Production" to share links for viewing directly in ARIS Connect, Stakeholder review experience enhancements
- Maintaining & designing COE Confluence pages for the PE Community to consume on various aspects of process modelling
- First line ARIS support to all PE's within my portfolio
ARIS Publisher & Repository Gatekeeper
Nedbank
01.2015 - 01.2023
- Process Modeling and Documentation: Create, update, and maintain business process models using ARIS software to ensure accurate representation of organizational workflows.
- Stakeholder Collaboration: Work closely with process owners, business analysts, and other stakeholders to gather requirements, validate processes, and ensure alignment with business objectives.
- Process Analysis and Optimization: Analyze existing processes to identify inefficiencies, bottlenecks, and areas for improvement; recommend and implement process enhancements.
- Quality Assurance: Ensure the accuracy and quality of process models and documentation by conducting thorough reviews and audits.
- Training and Support: Provide training and support to end-users and stakeholders on ARIS tools and methodologies, ensuring effective usage and understanding.
- Reporting and Presentation: Develop and present detailed reports and visual representations of processes to senior management and other stakeholders.
- Repository Management: Manage and maintain the ARIS repository, ensuring it is up-to-date, organized, and accessible to authorized users.
- User Experience Design: Design the user experience via iteratively automating all manual steps in the model development phase in collaboration with the JavaScript developer. This included testing in QA and releasing to production environment.
- Incident Management: Identifying bugs in the JavaScript ARIS evaluations for developer resolution.
- Compliance and Standards: Ensure all process documentation and models comply with organizational standards, policies, and regulatory requirements.
- Change Management: Support change management initiatives by documenting process changes, communicating updates, and ensuring smooth transitions.
- Continuous Improvement: Stay updated with the latest ARIS features, best practices, and industry trends to continuously improve process publishing practices.
- UX: Consistently received positive feedback from end-users, validating the effectiveness of design solutions in meeting user needs and enhancing overall satisfaction.
Process Engineer III
Nedbank
03.2018 - 11.2018
- Championed best practices throughout the organization by leading workshops on process engineering principles.
- Established strong relationships with internal stakeholders, facilitating open communication channels between departments.
- Collaborated with cross-functional teams to align business objectives and streamline operations.
- Improved operational efficiency through the design and implementation of effective process improvements.
- Optimized resource allocation through strategic capacity planning and workload analysis.
- Led non-conformance investigations, root cause analysis and corrective and preventive actions.
- Spearheaded change management initiatives, fostering a culture of continuous improvement within the organization.
- Enhanced customer satisfaction levels with redesigned processes that prioritize client needs.
- Evaluated vendor proposals for the procurement of essential tools and technology, ensuring maximum return on investment by customization of off the shelf instances limiting customisation to preserve after sales support.
- Operated as NCC Process SME working with a robotics squad to deploy an automated Debit Order dispute flow initiated via Nedbank.co.za & the Nedbank MoneyApp to consume, validate, and return successfully matched Debit Orders
- Solutioning failed disputes via exception handling, workflows to the first available agent to process as per BAU (old manual process)
- The dispute call volume reduction was approximately 50 000 per month, so the improvement would be freeing up agents to focus on more important inbound calls not yet automated, alleviating call centre voice traffic.
Process Engineer II
Nedbank
08.2016 - 07.2017
- Developed the end-to-end as-is process of documentation for NREB.
- Worked with customers to establish and maintain excellent working relationships, resolve issues and promote team services and capabilities.
- Implemented data-driven solutions to address areas of inefficiency in business processes.
- Conducted thorough root-cause analyses to identify opportunities for improvement in existing workflows.
Process Engineer II
Nedbank
01.2017 - 06.2017
- Transformed the legacy "paper based" back office (BACs) function of processing third party payments (EFTs) via a dedicated impersonal account from a submitted document signed by client, to a fully digitized Call Centre paperless function with robust risk controls, CRM workflows & Audit trails.
- Modelled in ARIS in EPC notation.
- Exception handling of error payments, EFT recalls with some case law studies, PASA regulations, designing the daily post processing of NCC impersonal suspense account
- Mitigated all identified risks of transformation from paper-based BAC solutions to a front end fully digitized approach done by introducing process controls with levels of authorization & segregation of duties
- Deployed the NetBank for Business (NBB) profile token mandate inclusions in flows of daily payment limits & access management protocols resulted in clients able to email a signed transaction document for processing.
Process Engineer II
Nedbank
01.2015 - 01.2016
- Designed the process or enablement of the contact centre staff to assist with launched online business name reservation via the Registrar of Companies (CIPC) including subsequent business current account onboarding as a package offering for juristic entities.
- Developed training material based on th processes.
- Peripheral tasks included daily balancing of name reservation payments received reconciled against successful name reservations including error handling and incorrect payments/duplicates and refunds.
Process Engineer II
Nedbank
09.2010 - 12.2015
- Lead Designer: Drafted the first Detailed Requirements Specification (DRS) document detailing the Nedbank Contact Centre wide requirements for Sales, Service & Retention, Contact & Case Management, with view to assist the software developers from Microsoft CRM to customize the native CRM instance to be a NCC specific Case & Leads Management tool.
- The CRM instance deployed to greater NCC & back offices, included the designing of all user specific CRM processes post conceptual designs & customization.
- Applied knowledge of Contact Centre infrastructure gained over the years of all NCC systems, processes & case management work flows generally, specifically the AVAYA Multimedia platform & CRM applications by consulting with internal lead architects, developers & external vendor Dimension Data.
- The project was successfully deployed with a unique mix of AAAD integrated to a 15 % customized CRM, with project cost of around R30 million at that time.
- The Voice biometric & Approve IT authentication within the AAAD & CRM customized platforms was also deployed.
Project Engineer II
Nedbank
01.2014 - 03.2014
- Designed the full solution enabling clients who make erroneous EFT payments via any digital channel to have a reversal request processed via any walk-in branch including all contact centre multimedia channels.
- Negotiated a viable service fee for the recalls with the Retail Pricing division and mitigate risk with Group compliance.
- Provided the integration development requirements for automation with a future state ability for clients to process these themselves on all digital platforms reducing traffic to walk in branch and contact centres channels.
Education
Bachelor of Science - Bachelor of Accounting Sciences
UNISA
Durban, South Africa01.2006
Skills
- Operational Excellence
- Workflow Analysis
- Process Mapping
- Process Automation
- Business process reengineering
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Excellent Communication
- Work Planning and Prioritization
- Scheduling and Coordinating
- Managing Operations and Efficiency
- Interpersonal Skills
- Analytical Thinking
- Training and Development
- Team Development
- Task Delegation
- Employee Coaching and Mentoring
Certification
- B.Compt
- Lean 6 Sigma
References
Available upon request.
Timeline
Process Portfolio Lead
Nedbank
07.2023 - Current
Process Engineer III
Nedbank
03.2018 - 11.2018
Process Engineer II
Nedbank
01.2017 - 06.2017
Process Engineer II
Nedbank
08.2016 - 07.2017
ARIS Publisher & Repository Gatekeeper
Nedbank
01.2015 - 01.2023
Process Engineer II
Nedbank
01.2015 - 01.2016
Project Engineer II
Nedbank
01.2014 - 03.2014
Process Engineer II
Nedbank
09.2010 - 12.2015
Bachelor of Science - Bachelor of Accounting Sciences
UNISA
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