Position Purpose The Digital Transformation Officer leads and guides the development and implementation of a digital strategy that enables the Business Unit to gain a formidable digital presence Furthermore, it safeguards the continuous provision of ongoing digital innovation, champions exposure and explores new, untapped revenue opportunities in the Business Unit's chosen.

Key Role Responsibilities

• Budgeting: Research and design budget plan for current financial year, whilst planning contingency into the second year
• Enable a longer term financial resource requirement plan for the area of responsibility
• Analyse and develop implementation plan against the forecasted financial budget for a two-year period
• Costing: Actively review budget controls to ensure that all wastage and budget leaks are eradicated

• Identify opportunities to reduce costs through Service Level Agreement management with suppliers
• Identify opportunities to reduce costs by ensuring that departmental process is streamlined and that there is no duplication of processes within area of responsibility and division
• Optimise management of resources to ensure effective delivery of services within time and budget allocations
• Customer Excellence: Adhere to organisation's shared values and servicestandards in the design of Customer service solutions and in all Customer interactions

• Establish, manage and maintain sound relationships with stakeholders
• Adopt a proactive approach to prevent problems from arising in the future
• Drive continuous improvement as an important element of service delivery
• Take accountability for ensuring that the outcomes of Treating Customers Fairly
• (TCF) are central to Customer service business processes and systems
• Implement contingency plan to prevent delay and enhance the Customer experience
• Stakeholder Management: Engage with key internal and external Stakeholders to build and maintain strategic relationships
• Collaborate with key business Stakeholders to reach consensus on solutions to challenges and to ensure productive synergies
• Influence and provide direction in the business that leads to the sustainability of a culture that builds long term business relationships
• Review and report on Customer trends
• Customer Excellence: Oversee the adherence of the Company shared values and service standards with regard to Customer interaction
• Oversee the resolution of all Customer dissatisfaction/complaints, takes ownership of the issue and ensure effective solutions are implemented
• Ensure that product knowledge and advice provided is technically accurate
• Oversee and obtain knowledge of the customers’ needs and understands how to deliver quality service
• Plan for and maintain a sound working relationship with Stakeholders
• Brand Representation: Represents the Organisation in brand and leadership
• Manage, balance and align Customer requirements and quality of service to ensure brand presence and strength
• Use Customer feedback to inform strategy and service delivery improvements
• Ensure team has excellent product and technology knowledge in order to deliver strategy and build brand
• Business Process: Define and implement, in line with the shared values and best practices, operational policies, processes and workflows

• Define the operational plan and targets for area of responsibility
• Identify innovative ways to improve business practices, processes and synergy to increase revenue, efficiencies or effectiveness
• Create an environment where creativity and innovation are encouraged and provide necessary guidance, coaching and support in this regard
• Business Process: Plan and implement Human Resources requirements for area of responsibility

• Plan system and technology requirements and enablers for business performance
• Develop measurement metrics to evaluate business performance and behaviour across area of responsibility through the use of benchmarked methodologies
• Benchmark internal practices against industry standards to establish best practices
• Business Process: Prepare and deliver innovative strategies in support of the operating model
• Oversee the implementation of these strategies on an operational level, while facilitating an innovative and creative environment
• Ensure innovation is given the platform, resources and budget to achieve objectives
• Anticipate changes in the market, industry and Customer demands and drive innovation accordingly
• Reporting: Compile monthly reports on all departmental activities complaints, resolutions and process gaps
• Prepare ad hoc executive summary on Customer’s trends for the Chief Executive Officer and members of the EXCO
• Best Practice: Ensure that process and system are in place and readily

       deployable to ensure business continuity for all call centres.

• Evaluate and select relevant business information that impact on a single discipline in the divisional value chain that informs clients and business decision making on system and processes
• Develop policies and processes to provide solutions that are technically accurate and meet business requirements
• Ensure that all relevant Stakeholders are consulted so that all relevant business and technical information is disseminated throughout the organisation
• Advise the organisation on new technologies that offer high returns for the best cost/benefit ratio
• Business Process: Develop business cases to motivate and substantiate the

       need for a specific solution

• Document functional and non-functional requirements for proposed solutions
• Customise reporting of analytical information as per pre-specified business requirements
• Analyse various business unit operations classified into processes, or series of related tasks where observation revolves around the specific ways which these processes happen along a life cycle from beginning to end
• Business Process: Understand the overall organisation's strategy to formulate input into divisional strategy
• Develop innovations in line with strategy
• Realign strategic thinking and establish strategy that will be implementable
• People Development: Identify training /development needs and pro-actively select effective solutions to address own and team member's development gaps in order to facilitate continuous improvement of team members and self in line with the shared value "I get better and better"
• Ensure that each employee prepares a personal development plan, and review these plans and their implementation
• Create an environment conducive to cross-functional skills transfer
• Plan training interventions which support business strategy
• Performance Management: Take accountability for people processes in area of responsibility demonstrating "My work is my signature" and "My word is my bond"
• Manage the performance contracting and review processes within agreed timelines for each team member
• Participate in Talent Management practices in line with Human Resource policies and procedures
• Provide direction, coaching, and regular constructive feedback to employees to improve performance
• Implement performance improvement initiatives
• Ensure that skills are transferred in specific functions
• Ensure effective conflict resolution and responds to any complaints or concerns timeously

 Minimum Key Qualifications

• Bachelors Degree in Digital Marketing/Technologies
• Masters in Business Administration
• Ten or more years of relevant experience - Seasoned professional in Digital Strategy
• Extensive experience delivering Customer insights

Salary

Negotiable

Ref: JHB000131/LM