Martin Bekker
Senior Business Analyst
Cape Town
Summary
Business analysis professional with proven track record of delivering impactful solutions for complex projects. Known for strong analytical skills and ability to translate business needs into technical requirements. Collaborative team player focused on achieving results and adapting to changing project dynamics.
Areas of expertise include Contact Centre area, Unified Communications sector, Service Management (Service Level Management & Service Catalogue Management) and more recently the area of AI and Gen AI, Business Analysis and Consulting services. Strong focus on finding creative solutions to increase operational efficiency and drive down operating costs.
Proven ability to define and produce AI requirements for contact centre optimisation, responsible AI implementation, governance, fraud prevention, and AML initiatives. Highly qualified with an AWS Certified AI Practitioner credential (in progress) and multiple AI certifications from Udemy and Microsoft. Passionate about driving AI strategy adoption and ensuring ethical, compliant AI solutions.
Overview
42
42
years of professional experience
1
1
Certification
Work History
Senior Business Analyst / Senior Feature Analyst
Old Mutual
01.2023 - 02.2025
- Led the implementation of the CRM (Unified Agent Workbench) solution for the Contact Centre, mentoring and managing a team of Feature Analysts to ensure comprehensive business analysis delivery
- Spearheaded the AI business requirements gathering process, collaborating with the Executive Head of Advanced Analytics and AI, AWS Learning Centre, McKinsey, and key business stakeholders to drive AI adoption
Senior Business Analyst
Old Mutual
05.2020 - 12.2023
- Implementing AWS Cloud based solution for Contact Centre
- Managed all IT Governance components by managing and delivering Operational Readiness aspects relating to the project, e.g., Non-Functional Requirements, Business Impact Analysis, Risk Assessment
- Managed stake-holder expectations through well developed and executed Communication plans
- Managed the roll-out of VoIP telephony and tested the various features such as call forwarding, voicemail and auto-attendant
Senior Business Analyst
Old Mutual
07.2015 - 04.2020
- Infrastructure readiness to new building; Implementation of License Management system (Flexera); Contact Centre Avaya Infrastructure Refresh project
- Delivery of Infrastructure SLA contract
- Managed purchase and work orders for delivery of infrastructure and associated licenses
- Delivery of Business Requirements and mapping existing and new processes
- Managed end to end migration of Business from existing to new infrastructure
- Successful decommissioning of old infrastructure
- Business engagement of key stakeholders
Project Management
Old Mutual
01.2015 - 06.2015
- Manage design and implementation of End User Computing service model across all African countries Old Mutual was operating in
- Procuring services of third-party suppliers to deliver End User Computing services
- Implementation and roll-out of solution
Senior Business Analyst
Old Mutual
10.2013 - 12.2014
- IT Command Centre project: Engagement strategy including development and management of Communication and training plan
- Strong focus on customer engagement to ensure customer's requirements are correctly understood with pragmatic solutions driven to completion
- IT Command Centre project: Review of Business Requirements and Solution documents
IT Planning and Reporting
Old Mutual
04.2012 - 09.2013
- Enhancement of business engagement between IT and Business Customer Segments through delivery of Demand Management and Business Planning activities and effective use of Governance and Management forums
- Business Unit / CIO scorecards
- Reporting against Business Plan
- Implementation of Governance Forums to drive out effective decision making of strategic IT governance policies and New IT Services
- Provision of reporting based on CIO and Governance Forum demand
- Crafting and development of IT Strategic Target Setting requirements and presenting to IT Tech Exec
- Delivering Business Planning & Budgeting information per Business Unit
Business Partner Enablement
Old Mutual
07.2011 - 03.2012
- Delivery of new Solutions through LTS Design and Transformation
- This includes packaging and pricing of new IT solutions
- Delivery of Customer IT Business Planning information
- Implementation and delivery of Customer Internal Service Level Agreements including operational activities ensuring delivery of all IT Services
- Financial Management activities ensuring Customers are included Service Catalogue pricing and reporting on cost of IT
- Providing personalised relationship management to Customer Segments in support of Business Partner function
- This includes clarification of Solution Build and IT Operational quotes and costing
- Delivery of detailed management information for Customer Segments
Various roles
Old Mutual
03.1983 - 06.2011
- SLA & Service Catalogue Management: Responsible for producing, maintaining and publishing an accurate Service Catalogue
- Senior Business Analyst: Responsible for all Business Analyst functions to implement and maintain Content Management and Workflow Solutions
- Department Head - Broker Liaison: Responsible for Business Analysis within the Broker Division
- Customer Marketing Strategy Analyst: Responsible for design and production of material for marketing presentation for the Broker Sales
Education
MBA - Management Consulting
University of Stellenbosch GSB
Cape Town, South Africa01.2001
Institute of Marketing Management (UK) - Marketing Management
Cape Technikon
Cape Town, South Africa01.1985
Skills
- Generative AI Proficiency
- ITIL Service Level Management
- ITIL Service Catalogue Management
- IT Financial Business Planning & Budgeting
- Comprehensive Business Analysis
- Interpersonal skills and Communication
- Project Management
- Requirements gathering
- Agile methodology
- User acceptance testing
- Stakeholder management
Accomplishments
10/2015 Old Mutual recognition nomination for service excellence in the categories of impact and collaboration
12/2011 Completing a detailed internal Service Agreement between LTS IT and a key internal Customer Segment, i.e., OMSTA
05/2011 Agreeing & formalising the OMSA IT Commercial Billing process (with artefacts, e.g., Billing Instruction Form) – ensuring the process is repeatable & robust.
03/2010 Formalisation of the first IT to internal IT Customer standalone SLA contract, accepted and signed off by all key stakeholders.
12/2009 Completing the first formally published IT Service Catalogue listing all IT services offered to IT’s client base.
10/2008 Reducing the testing effort required for a Business Process Management initiative by allocating the best equipped resources to the overall testing of tasks.
Skills
- AI and Gen AI, Advanced
- ITIL SLA Management, Solid
- ITIL Service Catalogue Management, Solid
- IT Financial Business Planning & Budgeting, Advanced
- Business Analysis, Advanced
- Communication, Advanced
- Interpersonal, Advanced
- Project & Self Management, Advanced
- Teamwork, Advanced
Certification
1. Business Analyst certified (Radical Training - 1995)
2. AWS Certified AI Practitioner (in progress AWS - 2024)
- Intro to Chat GPT certificate (Udemy - 2024)
- AI for Business Leaders certificate (Udemy - 2025)
- Artificial Intelligence A to Z certificate (Udemy - 2025)
- Complete Chat GPT course for work (Udemy - 2025)
- Exec Briefing AI and Chat GPT certificate (Udemy - 2025)
- Generative AI for Leaders certificate (Udemy - 2025)
- Generative AI for Managers and Leaders certificate (Udemy - 2024)
- Define a Microsoft AI strategy to create business value in finance Badge (Microsoft - 2024)
- Discover Microsoft Create AI for leaders in finance Badge (Microsoft - 2024)
- Create Business value from AI Badge (Microsoft - 2024)
- Embrace responsible AI principles Badge (Microsoft - 2025)
- Leverage AI tools and resources Badge (Microsoft - 2024)
- Scale AI in your organisation Badge (Microsoft - 2024)
- Transform your business with Microsoft AI Badge (Microsoft - 2025)
Languages
English
Afrikaans
CV Date Update
03/07/25
Timeline
Senior Business Analyst / Senior Feature Analyst
Old Mutual
01.2023 - 02.2025
Senior Business Analyst
Old Mutual
05.2020 - 12.2023
Senior Business Analyst
Old Mutual
07.2015 - 04.2020
Project Management
Old Mutual
01.2015 - 06.2015
Senior Business Analyst
Old Mutual
10.2013 - 12.2014
IT Planning and Reporting
Old Mutual
04.2012 - 09.2013
Business Partner Enablement
Old Mutual
07.2011 - 03.2012
Various roles
Old Mutual
03.1983 - 06.2011
MBA - Management Consulting
University of Stellenbosch GSB
Institute of Marketing Management (UK) - Marketing Management
Cape Technikon
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