Singita Zitha

Key projects:

Project: UMA Data Loader
Duration: May 2024-Aug 2024 Role: Lead Business Analyst

Summary: The UMA Data Loader project aimed to comply with regulatory requirements by creating an EFT that consumes, transforms, and loads data from underwriting management agencies into the appropriate line of business applications. This automation enhanced data accuracy and eliminated human errors in the policy administration system (PAS).

Key Contributions:

• Documented requirements in Confluence, identifying mandatory data fields for creating clients, policies, and associated sections, items, and risks.
• Determined which data fields could be defaulted to expedite the process while ensuring data integrity.
• Validated data pushed to the PAS, ensuring all fields were correctly validated and calculations for sections, sum insured, loss limits, premiums, and RMF were accurately derived.
• Created and documented test cases, conducted functional testing, and analyzed channel results.
• Engaged in stakeholder meetings and UML mapping to understand the interdependencies between systems, ensuring a seamless integration process.

Outcome:

• Delivered a fully automated process for loading policy-level data into the PAS, maintaining existing channel processes, and improving data accuracy and compliance with regulatory standards.

Project: Query Management System
Duration: Feb 2024 – Jun 2024 | Role: Lead Business Analyst

Summary: Led the development of a secure, cost-effective internal platform using Microsoft Business Automation, enabling efficient submission, tracking, and resolution of payroll-related queries.

Key Contributions:

• Analyzed and documented business requirements, user stories, and AS-IS/TO-BE processes in Confluence.
• Managed resource allocation and task sizing to align with project objectives.
• Ensured regulatory compliance by limiting personal data storage to necessary transaction durations.

Outcome: Delivered a streamlined query management system, enhancing employee satisfaction through improved communication and efficient query resolution.

Key Projects

Project: WhatsApp Chatbot Solutions for Document Requests and Emergency Assist
Duration: Jan 2022 – Aug 2023
Role: Lead Business Analyst

Summary: Led the development of WhatsApp chatbots for Elite, OMI Personal Lines, and OMI Commercial Lines, streamlining client interactions for both document requests and emergency assist services. The document request chatbot enabled clients to access policy documents, while the emergency assist chatbot facilitated real-time tracking of services like tow trucks and ambulances.

Key Contributions:

• Led discovery and brainstorming sessions to gather requirements from stakeholders across all three business segments.
• Documented current processes and collaborated with architects and tech leads to assess service reusability and identify new service needs.
• Worked with the CX/UX team to define and refine the user journey, ensuring an intuitive experience for end users.
• Translated business requirements into actionable user stories documented in Confluence, ensuring clear communication and alignment across teams.
• Managed the entire conversation design process, conducted testing using Jira X-Ray, and documented stories in Jira.
• Ensured accurate task sizing, prevented overcapacity, and defined clear,achievable timelines.
• Oversaw error handling and successfully delivered the functionality within the same Program Increment (PI).

Outcome: Successfully implemented robust chatbot solutions that enhanced customer experience by streamlining document access and providing real-time emergency assistance, significantly improving operational efficiency and client satisfaction.

Project: WhatsApp Security Feature
Duration: Nov 2021- Mar 2022
Role: Business Analyst

Summary: Spearheaded the development of a secure, unified WhatsApp platform designed to cater to different customer types, including brokers, PFA's, and direct clients, by implementing tailored verification, validation, and menu options.

Key Contributions:

• Led executive meetings to align stakeholders on the vision of a single, secure WhatsApp platform.
• Designed a multi-level authentication system that personalized user experiences based on customer type, ensuring relevant menu options and secure transactions.
• Established stringent security protocols to ensure clients could only transact on their own policies and brokers could manage policies tied to their credentials, with dual functionality for brokers who were also customers.
• Developed UML process flows and applied industry best practices in validation and verification.
• Documented user stories, BRDs, BCDs, and process flows to support the project’s execution.

Outcome: Successfully delivered a secure, versatile WhatsApp platform that enhanced user experience, safeguarded data integrity, and met diverse customer needs while ensuring robust security measures.

Project: Fleet Management App
Duration: Feb 2021 - Mar 2021
Role: Business Analyst

Summary: Developed an app to streamline vehicle management, enabling monthly inspections, real-time reporting, and administrative tasks such as driver changes and damage assessments.

Key Contributions:

• Gathered and analyzed requirements, designed the interface, and ensured technical alignment.
• Conducted testing, provided training, and documented all aspects of the project.

Outcome: Delivered an app that improved fleet management, reduced costs, and enhanced vehicle maintenance tracking.

Key Projects

Project: Enterprise Architecture Tool Selection
Duration: Jan 2021- April 2021
Role: Architect

Summary: Led the selection of an enterprise architecture tool, focusing on functionality, cost, and compatibility with existing frameworks.

Key Contributions:

• Researched tool requirements, evaluated options like Sparx Systems, ArchiMate, and TOGAF, and utilized Gartner for insights.
• Presented recommendations at architecture forums, ensuring alignment with organizational standards.

Outcome: Recommended a cost-effective tool that enhanced the architecture team’s design capabilities while aligning with company standards.

Project: Learning and Development Digital Learning Function
Duration: Jul 2020- Nov 2020
Role: Architect

Summary: Led the selection of a digital learning platform, evaluating options like Zoom and Microsoft Teams, alongside hardware requirements, to support the organization’s digital learning efforts.

Key Contributions:

• Assessed video communication platforms for functionality, cost, and suitability.
• Recommended hardware for learning rooms and remote employees.
• Ensured compliance with security and governance standards.
• Secured approval from the architecture board.
• Encorporated game-based learning.

Outcome: Successfully implemented a digital learning solution that enhanced learning capabilities, supported both in-room and remote participation, and adhered to security and cost requirements.

Project: Enterprise Architecture Governance
Duration: Feb 2018 - Jul 2018

Role: Graduate Architect

Project Summary: Developed and managed a SharePoint site to support the governance of the Enterprise Architecture (EA) function, ensuring secure and organized storage of key projects and submissions. The project aimed to streamline the submission and approval process for architecture-related documents and ensure compliance with security and governance standards.

Key Responsibilities:

• Created a SharePoint site structured according to Zachman’s Enterprise Architecture framework, with secure access controls for storing project documentation and submissions to the Architecture Forum.
• Developed and maintained templates for various types of submissions, including new technology, solution designs, conceptual designs, and high-level solution designs, with guidance from a mentor.
• Coordinated with IT Security, IT Governance, and IT Operations to verify compliance, establish clear ownership of new technologies, and address any governance concerns.
• Facilitated the handover of approved technologies to procurement for vendor onboarding, ensuring all necessary documentation and approvals were in place.

Outcome: Successfully implemented a secure and efficient SharePoint site, improving governance, documentation, and compliance within the EA function.