Dec 2017 – Aug 2022 · 4 yrs 8 mos · South Africa · Hybrid

• Key Responsibilities & Achievements
• > Managed multiple projects by maintaining documentation, controlling scope, adjusting schedules, and prioritizing tasks to ensure timely delivery of milestones.
• > Analysed end-to-end business processes, identified gaps, and collaborated with stakeholders to design optimized As-Is and To-Be process maps.
• > Defined and documented Business Requirement Specifications using interviews, workshops (JAD), brainstorming sessions, and focus groups to improve operational efficiency.
• > Identified opportunities for operational performance improvement and escalated critical issues requiring immediate management attention.
• > Provided analytical support across multiple complex, cross-functional projects, establishing work plans and timelines.
• > Conducted GAP analysis on existing systems and contributed to the development and presentation of product strategies.
• > Produced and maintained key documentation, including Requirement Traceability Matrix (RTM), Functional Requirement Specifications (FRS), Requests for Proposals (RFP), and system test cases.
• Built and maintained strong relationships with stakeholders, including business users, developers, testing teams, and change management resources.
• > Led process improvement and re-engineering initiatives by analysing business and system processes, improving data quality, and integrating new solutions with existing systems.
• > Ensured systems and processes aligned with long-term business strategies through collaboration with internal and external stakeholders.
• > Performed quality assurance activities to ensure deliverables met required standards.
• > Proactively escalated risks and issues to prevent delays and protect delivery timelines.
• > Contributed to the development of training materials to support system implementation and user adoption.

Oct 2015 – Nov 2017 · 2 yrs 1 mo

• Key Responsibilities & Achievements
• > Fostered a project service culture by building strong stakeholder relationships, driving innovation, and enabling exceptional client service delivery.
• > Implemented systems, processes, and quality metrics to enhance service delivery and measure project success effectively.
• > Managed project risks, issues, resource conflicts, and scope changes to ensure smooth execution and delivery.
• > Delivered projects on time and within budget by developing detailed project plans and coordinating technology and solution delivery across multiple workstreams.
• > Ensured compliance with governance frameworks, including legislative and audit requirements.
• > Led the development and implementation of business projects focused on process improvements, new processes, and product enhancements within the business unit.
• > Quantified project benefits and implemented process metrics to measure and improve operational efficiency.
• > Managed scope changes, change control processes, project administration, and documentation throughout the project lifecycle.
• > Enhanced business decision-making by providing accurate, data-driven insights and analysing trends across projects.
• > Directed and facilitated training and change management initiatives to support successful project implementation and user adoption.
• > Drove continuous personal and managerial development to strengthen leadership capabilities and support future growth opportunities.

Aug 2014 – Sep 2015 · 1 yr 1 mo

• Key Responsibilities & Achievements
• > Identified and implemented process improvements, driving cost savings and operational efficiency gains.
• > Delivered exceptional customer service by providing proactive, innovative, and fit-for-purpose solutions that exceeded expectations.
• > Built and maintained strong, objective working relationships with cross-functional stakeholders, including technical teams, business units, project managers, and testing analysts.
• > Maintained up-to-date knowledge of legislative changes and industry best practices, providing proactive guidance and solutions to stakeholders.
• > Prepared and delivered professional business communications and documentation.
• > Resolved customer queries efficiently within agreed service level timelines.
• > Ensured compliance with governance standards, including legislative and audit requirements.
• > Analysed and optimised end-to-end business processes, documenting requirements through research, interviews, and facilitation sessions, and designing improved As-Is and To-Be processes.
• > Directed, advised, and performed quality assurance across projects within the group.
• > Compiled business requirements documentation in collaboration with business sponsors and managed the development of business and functional specifications.
• > Oversaw the creation of test scripts, audited test results, and analysed business and technical issues, providing actionable recommendations.
• > Contributed to and supported system design solutions to ensure alignment with user requirements.
• > Developed and compiled procedure guides and manuals for merchants, business users, and external interface engineers.
• > Improved business decision-making by delivering accurate, data-driven insights and analysing trends across operations.

Jun 2012 – Jul 2014 · 2 yrs 1 mo · kyalami

• Business analysis/Project manager

Sep 2009 – May 2012 · 2 yrs 8 mos · Centurion