Project Analyst - Pipeline

Capita SA is seeking for a Change Analyst who will be instrumental in supporting the Project Management function. This role requires an enthusiastic individual with proven change management capabilities. The individual will be responsible for requirements gathering, impact assessment, gaining approvals and driving the ultimate delivery of change requests / small projects to agreed time, cost and quality objectives, across a multi-client estate.

This is a fast-paced role, where there is a need to be resilient under pressure, have a keen eye to detail, with the ability to organize and manage a multitude of tasks, meeting exceptional quality standards, consistently delighting the customer.

Key Performance Areas

• Working with operational units and clients to validate and create detailed change requirements
• Issuing change requests to business areas, accurately collating the impact of implementing a change
• Producing impact documents to the agreed client contractual service levels and required quality standards
• Gaining the appropriate internal and client approvals to proceed with the change request
• Liaising with functional areas to schedule resources to implement the change request
• Identifying any risks and issues and managing the RAID throughout the Change Request lifecycle
• Growing strong relationships with clients and stakeholders, effectively facilitating client and internal meetings
• Providing formal weekly reporting and proactive updates to clients on the progress of change requests
• Driving change through all stages of the change lifecycle, anticipating and addressing any ‘blockers’, escalating promptly and progressing the swift closure of older changes
• Proactively identifying change process improvements, supporting the wider team and sharing best practice
• Working in accordance with Capita group policies, client and regulatory requirements and operational frameworks
• Role modelling the Capita values
• Self-development within the role with a strong sense of self achievement

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Customer First - Always, Fearless Innovation, Achieve Together, Everyone is Valued

Professional Know-How:

Minimum Qualification:

• Matric (Completed)

Minimum Experience: (Internal)

• 1 - 2 years proven experience of working in a project environment
• BPO / Call experience (Advantageous)
• Intermediate working experience of Microsoft Word, Excel, PowerPoint

Key Competencies

Essentials:

• An appetite to delight our internal and external customer in all interactions
• Excellent listening skills with the ability to interpret business information and translate into meaningful impacts
• Ability to prioritize and multitask in a fast-paced working environment with excellent organizational skills
• Engaging and effective client and internal stakeholder management
• Team player who makes a positive contribution to the team and takes pride in helping the team to deliver

Desirables:

• Knowledge of one or more Clients and their services
• Experience working within an outsourcing environment
• IT/Technology experience

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.