PRAVESH RAMSUNDER
Durban
Summary
Dynamic Senior Functional Analyst with a proven track record at Discovery, enhancing operational efficiency and stakeholder satisfaction through expert business process analysis and Lean Six Sigma methodologies. Excelled in leadership and problem-solving, significantly contributing to project successes, including the Covid-19 vaccine rollout. Skilled in data analysis and fostering team collaboration.
Overview
15
15
years of professional experience
Work History
SENIOR FUNCTIONAL ANALYST: INHOUSE ENABLEMENT
Discovery
Durban
09.2021 - Current
- Provided CX functional support to in-house medical schemes, operational teams, fund management, Operations Exco, and other key stakeholders.
- Analyse and model operational/business processes to improve operational efficiency.
- Led and coordinated various projects, including the Covid-19 vaccine rollout, Discovery Prepaid Health, Tax Project, LA Wellness, WELLTH Fund, digitization of manual forms, year-end benefits, CRS, email and website migration, and WhatsApp service channel.
- Mapped customer journeys, optimized processes, and supported the strategy for process architecture using Confluence, JIRA, and BPM tools.
- Supported marketing communications strategy, including digital forms, one-pagers, benefit guides, template descriptions, auto responses, and website/App/VA/WhatsApp content.
- Created functional specs, BRD, BRS, product specs, project charter, and business case documents.
- Managed quality tools, service platforms, SOPs, EXACT, and Pinpoint content. Using Lean Six Sigma methodologies.
- Data analysis, Excel, Power BI, and Cognos; identified trends, created dashboards, and assisted with ROI.
- Resource planning for effective staffing to meet business needs.
- Drove continuous quality, process improvements, and customer services. Supporting business growth and efficiency.
- Fostered positive working relationships with external and internal stakeholders.
- Problem-solving of complex, escalated queries.
- Conducted a training needs gap analysis.
- Played a critical role in supporting and managing in-house schemes, compliance rules, and regulations.
- Participated in cross-functional teams to develop solutions that meet customer needs while adhering to company standards and policies.
- Maintained current knowledge of relevant technologies, subject areas and company best practices to identify opportunities for product improvement.
- Used computer in analysis and solution of business problems.
TEAM LEADER
Discovery Health
Durban
06.2014 - 08.2021
- Implemented strategic plans to enhance team performance and productivity.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Led diverse teams (DHMS, MedXpress, and InHouse schemes) to achieve operational excellence
- Fostered staff development through coaching and growth opportunities, resulting in a highly motivated, high-performing team.
- Managed recruitment and operational functions of the service department, ensuring effective staffing to meet daily metrics.
- Championed continuous quality improvements, driving the long-term growth and operational efficiency.
- Data analysis using Excel and Power BI dashboards.
- Ensured key business objectives were met, contributing to the development and growth of staff.
- Maintained high levels of service and customer satisfaction through quality customer interactions.
- Consistently met and exceeded TAT standards.
- Oversaw staff performance, managing statistics, and incentive programs.
- Cultivated positive relationships with external and internal stakeholders.
- Identified process improvement opportunities within the service/operations environment.
SERVICE MANAGER
Discovery Health
Durban
11.2013 - 05.2014
- Monitored service performance metrics to identify areas of improvement.
- Operational management of the KZN service team
- Resource planning for effective staffing to meet daily metrics.
- Developing people through coaching, supporting growth opportunities.
- Recruitment, operational management of the service department, resource planning for effective staffing to meet daily metrics, and continuous quality improvements.
- Ensure key business objectives are met, and contribute to the long-term growth and sustainability of the organization.
- Leading high-performing, tenured teams and keeping them engaged and motivated.
- Manage and maintain service levels and customer satisfaction through quality customer interactions.
- Maintain and improve acceptable TAT for the area.
- Implemented quality control measures to uphold company standards.
Quality Analyst
Discovery Health
Sandton, JHB
03.2010 - 10.2013
- Met project scope and delivery dates by planning optimal testing schedules.
- Assisted in the development of Quality Assurance procedures and protocols.
- Maintained quality assurance procedure documentation.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Implemented corrective actions when necessary to improve overall product quality.
- Created and maintained database of common and known testing defects.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
Education
B.com Degree -
REGENT BUSINESS SCHOOL
Peak Performance Program -
Discovery Leadership Core
Lean Six Sigma – Black belt -
BMGI
Lean Six Sigma – Yellow belt -
BMGI
High Performance Program for Leaders -
Discovery Institute/Worlds View Consulting
Skills
- Quality Management
- Lean Six Sigma
- Business process analysis
- Customer focus
- Stakeholder management
- User acceptance testing
- Business intelligence tools
- Requirements gathering
- Functional specifications
- Customer journey mapping
- Analytical thinking
- Resource/Workforce Planning
- Teamwork
- Adaptability and flexibility
- Continuous improvement
- Leadership
- Problem-solving aptitude
- Data analysis
Accomplishments
Annual Discovery STAR AWARD winner - 2013
Performance awards
Leadership awards
Process improvement awards
References
- Lionel Dorsamy, Executive
Telephone
031 576 7006, 083 463 0079
Timeline
SENIOR FUNCTIONAL ANALYST: INHOUSE ENABLEMENT
Discovery
09.2021 - Current
TEAM LEADER
Discovery Health
06.2014 - 08.2021
SERVICE MANAGER
Discovery Health
11.2013 - 05.2014
Quality Analyst
Discovery Health
03.2010 - 10.2013
B.com Degree -
REGENT BUSINESS SCHOOL
Peak Performance Program -
Discovery Leadership Core
Lean Six Sigma – Black belt -
BMGI
Lean Six Sigma – Yellow belt -
BMGI
High Performance Program for Leaders -
Discovery Institute/Worlds View Consulting
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