What is the Analyst - Digital Initiatives for Business Change group responsible for?

This role requires the individual contributor to be the single point of contact for all digital queries / requests from distributors, investors and internal stakeholders . Ensure that digital issues if any are escalated as appropriate and defects are closed within agreed SLA. Execute digital Voice of Customer / Voice of Distributor activity for INT'L TA and publish relevant reports as applicable. Manage SMS services in terms of query management, vendor management as well as publishing relevant reports.

What are the ongoing responsibilities of a Analyst - Digital Initiatives?

Champion digital management
Manage day to day operational performance of our digital offerings and mobile messaging systems - be the single point of contact for queries related to digital
Take ownership of issues and follow problems through to resolution
Develop service procedures, ensure policies and standards are met
Analyse statistics and compile accurate reports as applicable from time to time




Keep ahead of industry developments do industry mapping of digital offerings from time to time
Provides information by answering questions and requests
Gain in-depth understanding of process flows, collect objective evidence and quantitatively substantiate areas where breakdowns/gaps exist
Liaise with relevant stakeholders, raise defects as applicable and publish MI on regular basis
Maintain current knowledge of current developments in the external digital space, regulations and industry practice , ensuring the appropriate application of these to enhance our digital offerings

Mobile APP
Responsible for all internal escalations related to mobile APP, responding to customer reviews in the APP store,
Define and implement standards/procedures for ensuring optimal customer experience
Ensuring any queries, complaints, refund & disputes by customer are resolved within the timeframe as per company norms
Define processes for re

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