Philiswa Grace Choshi

Responsibilities:

• Accountable for the use of clearly defined policies, principles to interpret client and data insights to translate them to business requirements.
• Mitigate and manage associated adoption risks by engaging and working with our risk partners.
• Acquiring, analysing and documenting regulatory expectations across Africa regions related to our projects with the support and guidance of the compliance team.
• Manage and coordinate the relationship between business, project and technical teams for effective deployment of digitisation projects across Africa regions.
• Conduct user acceptance testing with end users to ensure solutions align with requirements.
• Supporting the pre-go-live, soft-launch and post go-live management of our digital solutions.
• Drive business change management: business readiness, digital adoption, process re-engineering, and user experience. Driving adoption of technical solutions deployed to ensure a smooth timeous transition.
• Conducting post project deployment capabilities to ensure sustainability, desired results are attained, and customer experience is improved.
• Accountable for monitoring performance through MI reporting, driving benefits realization, key metrics and measurements, customer acquisitions and activations, and transactability.

Primary focus was to deliver customer centric solutions and make sure all components impacted across the value chain through the deployment of digital solutions were ready.

Responsibilities:

• Acquired customer experience insights - Understood problems customers wanted solved.
• Understood what matters & why? Identified customer requirements & emotions, potential & existing customers.
• Gathered data through focus groups and building of customer personas.
• Collaborated with the project team in designing for the customer (Redesign in order to deliver what matters to customers -outside-in)
• Documented as-is business processes and future or target state models.
• Conducted gap analysis and impact.
• Worked collaboratively with the risk, legal and compliance team members to identify regulatory, risk & compliance conditions in relation to the solutions.
• Collaborated in the design deployment of the digital solutions as part of a feature team using the below methodologies: nWoW, SAFe Agile and Lean Six Sigma and the use of these platforms or tools: Aris process modelling, MS Visio, JIRA and Confluence.
• Generated change management plans and drove the change management activities.
• Partnering with the learning and development team in drafting the training content and the running of the training workshops in line with the solutions.
• Worked collaboratively with marketing team members to develop the marketing campaigns and make sure they were in line with the solutions.
• Collaborated with multiple stakeholders across the value chain to work on the roll-out strategy and the implementation.
• Supported and reviewed post implementation activities & performance and learning for radical innovation.

Responsibilities:

Assessment and Recommendation:

• Uncovered root causes of complex business challenges and guided management with data-driven insights.
• Uncovered trends and patterns and reported to senior decision-makers.
• Leveraged qualitative and quantitative analysis tools to assess data and report on findings.
• Prepared comprehensive analyses and reports for management to inform strategic decision-making.
• Interviewed staff to obtain personal observations and insights into existing procedural strengths and weaknesses.
• Identified areas for improvement, devising and implementing cost-effective solutions to improve results.
• Produced written documentation and visual presentations to report data to influence key stakeholders.
• Analysed business processes, systems and data to identify opportunities for enhancement and efficiency.
• Applied strong analytical skills to translate business requirements into effective technical solutions.
• Collaborated with diverse teams to gather and document precise business requirements for alignment with organisational goals.
• Led comprehensive feasibility studies, evaluating potential initiatives for viability.

Generating Solutions and Project Delivery:

• Documented process flows and implemented requirements for functional improvements.
• Drafted procedure manuals, work definitions and standard operating procedures by job title or work area.
• Devised and led operational changes to generate significant improvements and measurable results in line with business objectives.
• Worked closely with stakeholders to define key performance indicators (KPIs) and establish metrics for processes and projects.
• Collaborated with cross-functional teams to implement operational improvements and business strategies.
• Designed and implemented business solutions to align with objectives and industry best practices.
• Spearheaded risk assessments, identifying potential challenges and opportunities with key initiatives.
• Conducted in-depth impact analyses, assessing potential effects of proposed initiatives on organisation.
• Guided clients toward improved organisational structures and better solutions for identified problems.
• Documented workflow charts, records and job descriptions to guide overall organisational improvements.
• Identified departures from agreed-upon procedures and standards and helped close gaps.
• Enhanced resource utilisation to better capitalise on current resources and minimise expenditure.
• Identified deviations from standard operating procedures, understanding causes and preventing reoccurrence .
• Scrutinised existing and proposed methods and procedures.
• Assisted teams with implementing new recommendations and revising instructions for staff.
• Helped organisations improve customer satisfaction and achieve measurable results.
• Devised and implemented test procedures to verify product compliance and performance.
• Delivered end-to-end IT systems and business change projects in line with project specifications.
• Reported on metrics, analysing data to assess overall project performance.

Responsibilities:

• Investigated, analysed and mapped current state business processes.
• Collaborated with a senior business analyst to identify business process solutions and design future-state business processes.
• Collaborated with a senior business analyst, conducting interviews and workshops with business stakeholders to gain insights into the challenges within the organization.
• Documented the business requirements and worked closely with the IT teams to ensure that our solutions were perfectly aligned with those requirements.