Molohlane Paulinah Mpanza
Senior Business Analyst
Kempton Park
Summary
I am a seasoned Senior Business Analyst with 12 years experience in the ICT sector, particularly in business analysis, business process design and project management. My professional history includes significant roles at Telkom Group (Telkom Retail, BCX, Openserve and Gyro), MTN SA and PFK Electronics. I hold a Bachelor of Commerce Degree in Risk Management from UNISA and several certifications, including Lean Six Sigma Greenbelt. I am skilled in stakeholder management, business process improvement, and have led various transformational projects in telecommunication and technology sectors. My strong analytical skills and leadership qualities have contributed to my success in enhancing operational efficiencies and project outcomes
Overview
22
22
years of professional experience
2
2
Certifications
1
1
Language
Work History
Senior Business Analyst
Tata Consultancy Services (TCS)
8 2022 - Current
- Provide leadership to team members and peers by collaborating with others; articulating ideas and viewpoints to various stakeholders; identifying and initiating projects; managing resources; driving the resolution of issues; and holding self and team accountable for results
- Provide leadership to team members in project execution using experience and interpersonal skills, coach Junior Business Analyst team members to assure consistent, high quality project performance
- Identify, create and facilitate process design changes by conducting business and systems process analysis and design at a complex level; focusing on quality improvement and data management; ensuring data is reliable and valid; developing process improvements or re-engineering and recommending elimination; integrating new systems
- Lead or participate in multiple projects by completing and updating project documentation; managing project scope; adjusting schedules when necessary; determining daily priorities; ensuring efficient and on-time delivery of project tasks and milestones; following proper escalation paths; and managing customer and supplier relationships
- Support the implementation of business solutions by building relationships and partnerships with key stakeholders
- Provide project level analysis – producing required project analysis documentation (business requirements, scope matrix, use cases, sequence diagrams, future state proposals, UAT plan, process flows)
- Elicit and clearly document business and systems requirements
- Integrating new systems and processes with existing ones; and partnering with internal and external customers to ensure systems provided meet the long-term business strategies
- Stay current with customer needs and strategies; utilizing formal and informal written communication methods (for example, emails, newsletters, PowerPoint presentations, executive updates, task lists, updates) to communicate updates and findings
- Facilitating project meetings and presentations to all types of diverse audiences (for example, Various management levels, Customers, technical staff, other service providers)
- Create, manage the requirements traceability matrix document to ensure traceability of requirements delivered by Development team and also ensure alignment to business need
- Facilitate process training for business Users.
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Led process mapping initiatives, resulting in optimized workflows and reduced redundancies across departments.
- Developed comprehensive data models to guide decision-making, resulting in more informed strategies.
- Analyzed competitive landscape through market research activities, providing valuable insights into emerging trends that informed strategic direction.
- Streamlined workflow for better productivity with the implementation of new software solutions.
- Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
- Enhanced stakeholder engagement through effective communication of complex data and insights.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Identified cost-saving opportunities by conducting thorough financial analysis on company expenditures.
- Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.
- Ensured adherence to regulatory requirements by staying abreast of industry standards and best practices.
- Performed risk assessments on potential projects to determine feasibility and viability before moving forward with implementation plans.
- Optimized resource allocation by conducting capacity planning exercises based on historical data and forecasted demands.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Developed diverse reporting packages to meet individual needs of sales, marketing, product management and senior leadership.
- Analyzed performance metrics to identify opportunities to increase sales.
- Directed business analysts in executing and delivering various tactical and strategic plans.
- Collaborated with internal business partners to implement commission arrangements.
- Worked with team leads and managing leadership, establishing robust talent pool with focus on people and continuous improvement.
- Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
- Effectively supervised team performance by implementing measurable metrics to assess delivery of requirements.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Business Process Specialist
Telkom SA (Telkom Retail, Openserve, BCX and Gyro)
02.2012 - 08.2022
- Develop project charters, project scope and objectives
- Design, model new and existing process as received from the relevant Business Owner
- Support Technical and Marketing Product Development on new/enhancement of products
- Developing and designing end-to-end business processes as per the eTOM model
- Process integration - ensure business systems readiness and impacted organisations awareness
- Management of Junior Business Process Analyst by assignment of projects, provide coaching and support, manage all HR related matters
- Measure process performance, implementing process improvement and re-engineering when necessary
- Managing projects by monitoring progress and providing reports to all applicable parties
- Process Implementation: Sensitizing all impacted organisations regarding a new or an enhanced process
- Coordinate and facilitate training with relevant role players
- Distributing signed-off process documentation to the relevant organisations
- Perform impact assessment of process gaps
- Provide leadership to team members in project execution using experience and interpersonal skills, coach team members to assure consistent, high quality project performance
- Measure process utilizing process objectives and defined metrics, translating into process and business driving KPIs
- Assess process strengths and weaknesses utilizing complex analysis techniques, including analytical procedures, transaction testing, bench marking of best practices across the business; and external research to determine optimal techniques for improving effectiveness and efficiency of business operations
- Elicit cooperation and support from key stakeholders
- Provide project technical assistance and mentoring to Six sigma yellow belts and Project team members
- Apply statistical analysis to determine the relationship between key inputs and process outputs
- Evaluate the service processes used by clients and identify and determine specific business problems and procedural inefficiencies
- Assist clients to develop Lean Six Sigma business solutions to cut costs, reduce capital spending, and improve quality
- Drive project results and closure
- Report on project deployment status
- Providing input and support to Business Architects by define process impact during strategic transformational project.
- Optimized resource allocation by accurately tracking workload distribution across teams, enabling better decision-making regarding staffing levels.
- Developed detailed process documentation, ensuring clarity and consistency across departments.
- Played a pivotal role in driving organizational change by championing the adoption of new methodologies and best practices, ultimately leading to enhanced efficiency and effectiveness across business processes.
- Assisted in the design and deployment of scalable systems to accommodate future growth and expansion, laying the groundwork for long-term success.
- Facilitated training sessions on new procedures, fostering a culture of collaboration and knowledge sharing among team members.
- Enhanced workflow efficiency for increased productivity and cost savings through process optimization.
- Improved project management capabilities by introducing standardized templates and guidelines for more efficient planning and execution.
- Leveraged data-driven insights to identify bottlenecks in workflows, leading to effective resolutions and optimized outcomes.
- Supported company-wide digital transformation initiatives through the successful integration of technology into existing workflows.
- Ensured regulatory compliance in all aspects of operations through meticulous adherence to established policies, procedures, and industry best practices.
- Managed change effectively by engaging stakeholders throughout the implementation of new business processes.
- Contributed to the creation of a high-performance work environment by fostering open communication channels between various departments involved in core business processes.
- Boosted customer satisfaction by refining internal processes, resulting in faster response times and improved service delivery.
- Conducted comprehensive process audits, identifying areas of improvement for both quality and efficiency gains.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established as reliable resource for staff members troubleshooting complex administrative and training issues promptly.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Worked with colleagues to create prototypes for designs and training materials.
Technical Officer - Non-voice Surveillance Control and Analysis
Telkom SA
10.2006 - 01.2012
- Worked at National Network Operations Centre (NNOC)
- Performing surveillance, analysis and logging Network faults for data services
- Troubleshooting and remote resolution of all minor and catastrophic faults for all Regions on Non-Voice services
- Creating work orders to dispatch technicians
- Tracking and managing of faults
- End to end testing with technicians and value chain stakeholders
- Fault-finding and resolving faults for all Regions on Non-Voice services.
Production Technician
PFK Electronics
02.2002 - 10.2006
- Involved in the implementation the of Mission Directed Work Teams (MDWT) project for Production Technicians
- Provide all documentation required for the implementation of the Mission Directed Work Teams (MDWT) project
- Partake in daily updates of the MDWT board for visual management
- Implemented 5s principles for proper housekeeping
- Document monthly evaluation of our internal customers and suppliers
- Review our monthly evaluations from our internal customers and suppliers
- Implement changes in our working process to address issues raise by our internal customers and suppliers to maintain good relations and improve overall department performance and customer satisfaction
- Continuously identify ways to eliminate waste within production repairs
- Perform root cause analysis on major failures using the Fishbone analysis
- Present root cause analysis results to management in morning meetings
- Present changes implemented to achieve continuous improvement within PFK Electronics to other companies within the same industry
- Monitoring the performance of the production line
- Identifying functions that create delays and failure on the production line
- Documenting testing procedures and update changes on the existing ones
- Train the operators on the testing procedures
- Maintaining and calibrating test jigs
- Document report of daily production failures
- Fault finding on Printed Circuit Boards (PCB) for Immobilizer, Anti-Hijack, Different types of alarms units
- Repairing of faulty alarms units from production lines.
- Participated in root cause analysis investigations for recurring issues, identifying solutions to prevent recurrence.
Education
Bachelor of Commerce in Risk Management -
Business and Systems Analysis Certificate - undefined
National Diploma Electronic Engineering - undefined
Skills
Focused, self-motivated and target driven; determined to succeed
Certification
Lean Six Sigma Greenbelt certification
Additional Developments
- Business Process Management Methodologies
- ARIS Business Process Modelling
- Microsoft Visio
- IBM Netcool/Omnibus 7.1 admin & configuration
- IBM Tivoli Netcool/Omnibus 7.1 User
- Project Management
- ETOM Framework
- Enterprise Risk Management
- Customer Relationship: Ambassador Program
- Cultural and Change Management
Identity No
8002090236082
Personal Information
- Date of Birth: 02/09/80
- Gender: Female
- Nationality: South African
References
- Sandile Bindela, Technician (P.F.K. Electronics), 078 129 0630
- Ernest Ndunakazi, Manager-Telkom SA, 081 390 5503
- Clancy Naidoo, Senior Manager Process Management-Telkom SA, 012 311 5607/ 081 353 9405
- Moniemang Selebano, Stream Lead, 081 459 7233
Timeline
Business Process Specialist
Telkom SA (Telkom Retail, Openserve, BCX and Gyro)
02.2012 - 08.2022
Technical Officer - Non-voice Surveillance Control and Analysis
Telkom SA
10.2006 - 01.2012
Production Technician
PFK Electronics
02.2002 - 10.2006
Senior Business Analyst
Tata Consultancy Services (TCS)
8 2022 - Current
Bachelor of Commerce in Risk Management -
Business and Systems Analysis Certificate - undefined
National Diploma Electronic Engineering - undefined
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