Natasha Naranjee

Main Purpose of Job
To manage the team/s within sphere of responsibility in the effective delivery of services to the business. This is a project management role which involves the process and activity of planning, organizing, motivating, and controlling resources, procedures, and protocols to achieve specific IT and business goals.

Key Performance Areas:

Strategic Impact

• Interrogate, clearly understands, and communicates agreed strategic objectives of both own Service Area and client Service Lines
• Manage implementation of strategic imperatives in line with service area strategy
• Support own Service Line leadership in carrying out EXCO mandate
• Build professional relationships within service lines to understand business needs in areas of responsibility
• Generate and implements innovative ideas and solutions within area of responsibility in collaboration with team members to enhance / renew service offerings

Budgets / Profitability

• Provide input into annual budget to superior for drafting of budget for Service Area
• Manage expenditure within team and ensures time and expenses are submitted weekly

Project Task Management

• Identify all tasks required to successfully meet target date completion date
• Ensure that realistic task durations are assigned and agreed with all role players
• Monitor execution of tasks to ensure that milestones are met
• Manage project scope according to agreed procedures
• Manage service providers that are involved
• Implemented risk mitigation strategies to minimize potential issues impacting project deadlines or budgets

Project People Management

• Ensure that relevant skills are allocated to project tasks
• Manage project team members
• Provide productive working environment for project team
• Identify and provide necessary training for project team members (soft & technical skills)
• Provide project team member with performance feedback regularly
• Implemented best practices to drive quality IT project delivery
• Build and maintain strong relationships with stakeholders and delivery team, resulting in increased trust and collaboration on future projects
• Ensure smooth adoption of new technology systems through comprehensive employee training programs tailored to individual learning styles

Project Financial Management

• Ensure that project cost estimate is realistic and according to agreed procedures
• Ensure that agreed financial controls are in place and are always adhered to
• Monitor project spend on and report on any deviations from agreed spend

Project Client Management

• Hold formal and informal meetings with clients to keep abreast with project progress
• Build good working relationships with clients
• Build trust with clients by providing guidance on IT related matters

Project Administration

• Ensure that project timesheets are completed on time and according to standards
• Ensure that required signatures are obtained for timesheets before approval
• Ensure that travel arrangements related to projects are completed efficiently and correctly
• Ensure that project minutes of meetings are documented concisely and are distributed to relevant parties
• Generated reports for IT project progress and performance

Project Delivery

• Ensure project definition report is completed before project kick off
• Ensure that project client code and engagement code is created on SAP

Project Reporting

• Ensure project budget and forecast is reviewed monthly
• Ensure that budgets, forecasts, and actuals are updated
• Ensure that there are no outstanding motivation forms
• Ensure forecasts equals actuals
• Ensure governance on project closure is followed

Key Performance Areas:

Strategic Impact

• Co-ordinate processes for the GIS team in support of the defined strategic objectives

External / Internal Client Impact

• Define and propose ways to improve processes to enhance the delivery to the business

Operational Effectiveness

• Effectively coordinates processes to ensure that deadlines are met; Checks for accuracy in all processing of information; Mitigates risk factors through thorough evaluation of requirements and documentation; Provides accurate and detailed reporting

Budgets / Profitability

• Records any costs incurred in work processes accurately and on time

Other Responsibilities

• Manage third party calls (suppliers / vendors issues); Participates in projects as required by Business; Compiles reports for manager / business as required (call statistics, incidents, etc.); Monitoring of SLA of calls (SLA 98%); Training and guidance to staff on correct processes and procedures (eg. Call Logging)
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
• Introduced innovative solutions to address common challenges faced during the execution of specific tasks assigned or projects undertaken
• Streamlined service coordination processes for improved team productivity and response times
• Drove continuous improvement initiatives within the team, fostering a culture of excellence and consistently exceeding client expectations
• Conducted regular performance reviews for technicians, providing feedback and support for professional development
• Implemented quality control measures to ensure consistent standards across all services provided
• Boosted overall team performance by delivering ongoing training sessions on best practices in customer service and technical skills
• Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised