Yolanda Nkalashe

• Established performance benchmarks, monitoring progress towards these targets for ongoing operational excellence maturity.
• Reviewed internal systems regularly for potential inefficiencies or gaps in functionality that could impact overall operational excellence maturity.
• Lead a team that has resulted in automating more than 30% of our processes in Ops, introduced new technology through BI to analyse data, and automated dashboards and reporting. The team I manage has three main streams:
• Product owner:

Perform deep dives and process mining on processes in an operational environment, with the aim to make the processes more lean and identify opportunities to automate or digitise the process.

• Citizen developers:

Development of automation solutions using RPA tools and technologies, and management of digital workforce.

• Data analysis:

Analyse data related to customer demand and processes to identify problematic areas in the space. Develop BI dashboards to track key metrics in the business.

Managed backlog prioritisation, ensuring alignment with business goals and stakeholder expectations.

• Identify process improvement areas and implement automation solutions in the environment, which resulted in capacity savings.
• Collaborated with cross-functional teams in operations to identify opportunities to digitise and automate, to improve client experience, and enhance efficiency in operations.
• Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
• Assist operational excellence manager in managing the pillars of operational excellence (customer experience, processes, measurement, innovation risk, Data, and Measurement), and implement various projects based on the pillars in transactional and lending operations.
• Modified process designs to comply with customer requests, capacity limitations, and changes in processes.
• Presented designs to clients and project management for approval or modification.

Analysed data and ensured processes are structured in such a way that automation can be possible.

• Developed reports and other tools to deliver information, enabling business users and leaders to make informed decisions.
• Enhanced and maintained existing reports and analytical applications.
• Assist the automation team with data requirements and gathering of data by creating data products and/or curated views on SQL and SharePoint for the leads.
• Assist with data engineering of data in the reservoir to help in having real-time data.

• Rotate in various business units within the department. Analyse the business and identify potential improvements of its processes.
• Learn Office 365 Tools and how to use and apply them to improve a problem area identified within the area.
• Understand and learn lean and agile project management methodologies.
• Present to the business and executives on findings and learnings at the end of rotation.