MITESH MAKAN
Platform Capability Lead
Alberton
Summary
Strategic engineering and technology leader specializing in digital transformation and process optimization in financial services. Skilled in designing and implementing platform ecosystems, streamlining operations, and integrating automation tools like RPA and AI. Focused on aligning technology strategies with business objectives, enhancing operational efficiency, and driving sustainable growth through innovative project execution.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Platform Capability Lead
FNB
02.2024 - Current
- Defined and executed enterprise platform capability strategy, aligning business, technology, and operational outcomes
- Led cross-functional teams (developers, architects, analysts) delivering end-to-end platform transformation initiatives
- Spearheaded AI-driven automation initiatives, including account closure optimisation, significantly reducing manual processing effort and turnaround times
- Designed and implemented AOP handoff optimisation to improve workflow throughput and reduce processing delays
- Delivered improvements in cycle times, handoff accuracy, and work allocation efficiency for enhanced operational performance
- Enabled real-time operational insights and decision-making through enhanced KPI tracking and reporting frameworks for better strategic alignment
Head of Business Solutions
FNB Insurance
10.2019 - 01.2024
- Developed strategy for FNB life operations aligned to efficiency improvement.
- Led management of solutions strategists, digital developers, testers, business analysts, and business process engineers. Directed collaborative projects to meet strategic goals effectively.
- Streamlined workflows to enhance organizational efficiency and supported continuous improvement initiatives for team performance.
- Engineered and implemented new workflow system for FNB life operations utilizing Camunda (BPMN).
- Orchestrated deployment of OCR (Optical Character Recognition) technology for funeral claims, enhancing STP (Straight Through Processing) rate from 4% to 38% over a period of 3 months.
- Benefits quantification and realization on key strategic projects.
- Stakeholder management across FNB insurance pillar.
- Implemented telephony on platform solution for Operations call center.
- Delivered innovative redesign of retrenchment claims process during COVID-19, achieving fast-tracked claim processing; earned innovation award nomination.
- Developed straight-through processing system for living and death benefits claims, improving throughput.
- Formulated digital transformation strategy for FNB Life Insurance across app, online, and USSD platform channels.
- Led and implemented digital self-service solutions including mobile app, web platform, USSD interface and UX improvements
- Increase app self-service offerings from 14% to 93% service capabilities for FNB Insurance
- Redesign and implementation of FNB insurance app interface and aesthetic.
- Implemented digital servicing features on FNB insurance app, resulting in 47% reduction in inbound calls. Generated year-on-year savings of R7.36 million from enhanced service efficiency.
Business Process Manager
FNB Insurance
12.2017 - 09.2019
- Led and trained business process engineers to enhance team capabilities.
- Designed architecture guidelines and represented FNB insurance operations on firstmap for improved clarity.
- robotics analysis and project coordination for automated claims indexing and servicing workflow.
- Create and communicate Management reports for Process Modelling.
- Created and communicated management reports for process modelling to support strategic decision-making.
- Customer Centricity Analysis – FNB Life Operations
- Architecture design guidelines and representation of FNB insurance and insurance brokers operations on firstmap.
Process Engineer
Rand Merchant Bank
09.2016 - 11.2017
- Design and Development of the Data Quality Dashboards – Risk Management.
- Process Review and Modelling of Credit Operations Processes on Nimbus.
- Assessed robotics for Global Markets Credit Operations Excess Management process, identifying opportunities for automation.
- Capacity Model Development for GM Credit Operations.
- Created and communicated management reports for process modelling on Visio and Nimbus, enhancing stakeholder understanding.
- Conducted HR payroll process assessment and feasibility study for centralisation, informing potential improvements.
- Assessment of robotics for Global Markets, Investment Banking and Credit Operations processes.
- Create and communicate Management reports for Process Modelling on Visio and Nimbus.
- IT3b Reconciliation To Be process design and modelling on Nimbus.
- Resource Planning and Management for Process Analysts.
Lead Business Process Engineer
Standard Bank
10.2014 - 08.2016
- Redesign and implementation of payments process and Client Coverage processes– Namibia.
- Redesigned and implemented payments process for improved transaction efficiency in Swaziland.
- Process improvement and transition of Balance of payments - Central Depository process implemented.
- Development of Project Standards and Project Methodology.
- Implementation of Exchange Control Process for SBSA.
- Developed capacity and productivity model to enhance operational effectiveness in investment banking.
- Managed transition for balance of payments reporting and exchange control, ensuring compliance and operational continuity.
- Executed IT3b submissions for cross-border payment reporting.
- Global Market Operations and Transactional Products Connect dashboard design.
- Process review and improvement for TPS Operations.
- Return of funds process review and process re-alignment.
- Lesotho Client Services redesign and operational implementation.
Lean Six Sigma Black Belt
Afrox
01.2010 - 09.2014
- Delivered multiple DMAIC and DDC Six Sigma projects, achieving substantial financial benefits.
- Extensive data analysis using Minitab 17.0. In depth root cause analysis.
- Managed and coordinated project life cycle, ensuring timely delivery and alignment with strategic goals.
- Develop implementation plan and roll out plan for solutions found.
- Tracking and monitoring of improved processes to ensure sustainability of results.
- Conduct Post Implementation Review for final validation of savings and process improvements.
- Manage and co-ordinate the project life cycle.
- Tracked and monitored improved processes, ensuring sustainability of results through ongoing evaluation.
- Management and Mentoring of Green Belts in HPO.
Process Engineering Graduate
Afrox
01.2009 - 12.2009
- Conduct EMOC (Engineering management of change) applications for major and minor plant installations.
- Conduct HAZOP studies for new plant installations/modifications.
- Conduct risk assessments for plant modifications.
- Conducted EMOC applications for major and minor plant installations, ensuring compliance with engineering standards.
- Cooling water system review (Utilities) – Wadeville ASU.
- Updating of plant Process &Instrumentation Diagrams (P&ID) – Witbank ASU.
- Developed standard plant production report for ASU and CO2 plants to streamline data collection and analysis.
- Development of standard plant production report for ASU and CO2 plants.
- Conducted risk assessments for plant modifications to identify potential hazards and enhance safety protocols.
Education
Master of Management in Technology Innovation - Technology Management
The Da Vinci Institute
Johannesburg 04.2001 -
Baccalaureus Technologiae - Chemical Engineering
University of Johannesburg
Johannesburg12-2008
Skills
Workflow strategies
AI Automation
Platform Strategy
Lean Six Sigma methodology
Process optimization
Digital Strategy and Transformation
Stakeholder engagement
Data decision-making
Collaborative decision making
Team leadership
Change management
Operational design
Certification
Certified Lean Six Sigma Black Belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Afrikaans
Upper intermediate (B2)
Timeline
Platform Capability Lead
FNB
02.2024 - Current
Head of Business Solutions
FNB Insurance
10.2019 - 01.2024
Business Process Manager
FNB Insurance
12.2017 - 09.2019
Process Engineer
Rand Merchant Bank
09.2016 - 11.2017
Lead Business Process Engineer
Standard Bank
10.2014 - 08.2016
Certified Lean Six Sigma Black Belt
01-2012
Lean Six Sigma Black Belt
Afrox
01.2010 - 09.2014
Process Engineering Graduate
Afrox
01.2009 - 12.2009
Master of Management in Technology Innovation - Technology Management
The Da Vinci Institute
04.2001 -
Baccalaureus Technologiae - Chemical Engineering
University of Johannesburg