Responsible for improving profitability by supporting the Hollard Insure IT Strategy through analysis and software development.Key Responsibilities:TECHNICAL EXPERTISEFacilitating workshops with business users in order to gather requirements, generate ideas, and validate future designs.Responsible for assessing, mapping, optimizing, and digitizing business processes for RPA.Identify and document business requirements specifications in line with business goals.Change management and rollout implementation for new solutions, fixes, and enhancements, including communications and marketing of new features and functionality.Running task teams for implementing solutions / resolving incidents and troubleshooting between the business community and RPA team during implementation and rollouts.First and second level support for RPA related queries and errors.Incident management and resolution with branches, COEs, and rest of Insure relating to RPA.Assessment, prioritization, and fixing of basic queries / errors which are RPA related based on process SLA.Impact analysis on severity of issues to determine and quantify the scale of problems for prioritization metrics.Ensure restoration of service for high priority fixes / builds in coordination with the development team.Coordination between business to manage demand and validation of the business cases which are in the pipeline.Management and coordination of any BA, CI, and PM resources assigned to the project.Verification of business analysis work supplied for projects/fixes in terms of clarity, completeness, and accuracy to ensure that builds address business requirements.Design and documentation of technical specifications for RPA and gaining signoff through appropriate channels.Build and maintenance of dashboards and metrics related to transactional statistics published in Power BI or SQL.RELATIONSHIP MANAGEMENTEstablish, manage, and maintain relationships with all HI stakeholders with regard to ongoing projects in engineering and development.Oversee resolution of identified conflict and issues through team and relevant stakeholders.CUSTOMER SERVICE & TCFMaintain a high level of service to customers (internal and external) according to the service standards as set by the company.Ensure all customers are treated fairly.
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