Job Title: Consultant eGain Job Number: 90142208
Description The role holder will be responsible to create and enforce eGain /Policy and Procedure (P&P) methodology / governance and publish procedural documents for Barclays Africa Group Limited to support the Group in achieving operational excellence Key Responsibilities: Analyse all signed off process maps, procedures and supporting documents received from process custodians to support the creation and population of procedures on the eGain knowledge management platform. Check and verify comprehensiveness and logics of Process Maps , procedures and content received to support the population of the Knowledge base for eGain. Challenge the logics or accuracy of assigned work where appropriate and ensure any issues are followed up and resolved in conjunction with the process custodians to enable the authoring and finalisation of the content. Determine and decide on which eGain approach will best support the type of content to be created and published in conjunction with eGain and knowledge experts. Test the finalised content with the business owners and obtain signoff that content structure on the eGain platform supports an effective and efficient service to both contact centre agents and can support an effective customer service. Refresh content as per triggers, reviews received from business in conjunction with the SharePoint Authors and Business Ownership list managed by the Policy and Procedure publication environment. Refine and review content according to governance requirements Edit content, prepare and finalise reviewed eGain documents for publishing on the eGain platform in accordance with departmental processes and methodologies and escalate to business owner until results have been achieved. Develop and maintain a performance enhancement business relationship at operational levels during day-to-day interaction, business as usual meetings and on a quarterly basis with stakeholders to ensure business needs are met. Facilitate/coaching sessions with Junior team members for further understanding and mastering of the content on eGain. Coach, mentor and provide subject matter expertise with regards to eGain usage, methodology and governance as well as departmental processes to support the process centric methodology. Mentor and motivate colleagues to enable area to achieve its goals and targets. Coaching of colleagues to enable them to become proficient in their roles. Support to colleagues in the absence of the line manager. Contribute to an environment of mutual support by sharing knowledge with other team members. Competencies: Relating and networking Applying expertise and technology Coping with pressure and setbacks Delivering results and meeting customer expectations Presenting and communicating information Managing Conflict and Negotiating Essential/Basic Qualifications NQF Level 4: Grade 12 Qualification Business Language proficient (English) At least 3 years’ experience in a Publishing house / Publishing environment Proficient in business process mapping and documenting At least 5 years’ banking experience and understanding of the operating model Facilitation skills Level: Do without Supervision Relationship Management Level: Do without Supervision Coaching Level: Do and Instruct Managing Meetings Level: Do without
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