32 Digital Transformation jobs in South Africa

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2025.

The Digital Transformation Lead will be responsible for driving the digital transformation strategy within the Finance Operations and Credit & Risk departments. This role will focus on leveraging digital technologies to enhance operational efficiency, improve customer experience, and achieve cost savings:

• Strategic Leadership: Develop and implement the digital transformation strategy for Finance Operations and Credit & Risk.
• Innovation: Identify and evaluate new digital technologies and solutions to drive innovation and improve processes.
• Project Management: Lead and manage digital transformation projects from inception to completion, ensuring timely delivery and alignment with business objectives.
• Stakeholder Engagement: Collaborate with internal and external stakeholders to ensure successful implementation of digital initiatives.
• Performance Monitoring: Establish key performance indicators (KPIs) to measure the success of digital transformation initiatives and report on progress to senior management.
• Risk Management: Identify and mitigate risks associated with digital transformation projects.

Financial Reporting Assurance

• Strategic oversight, cross function collaboration, and continuous improvement on digital strategy within Finance.
• Developing best practices, routines and innovative solutions to improve levels of digitisation and quality of output. identify opportunities for digitisation using various technologies, which include, but not limited to Robotics Process Automation, Natural Language Understanding, Optical Character Recognition etc
• Identify opportunities for risk mitigation measures, and support implementation as needed.
• Identify strategy growth opportunities in the Intelligent Automation space

Manage the execution of strategic projects:

• Lead the prioritisation and implementation of digital transformation projects within Finance
• Effectively manage such projects, ensuring stakeholder buy-in and minimal disruption.
• Develop and implement communication plans to keep stakeholders informed of progress and anticipated outcomes.
• Drive the business case development and return on investment.
• Re-engineer and radically simply processes
• Own Citizen Development strategy in VSA Finance enabling large Scale Upskilling (AI and Intelligent Automation)

Performance Management and Reporting:

• Champion a data-driven culture within the finance department by promoting the use of data analytics tools and insights.
• Develop and implement dashboards and reporting systems that provide real-time financial visibility and support informed decision-making.
• Partner with data analysts to extract valuable insights from financial data to drive strategic initiatives.

Stakeholder Management:

• Build strong relationships with key stakeholders across the organisation, fostering a deep understanding of their needs and expectations.
• Collaborate with stakeholders identify and drive the development of solutions that would cater to their business needs.
• Effectively communicate the value and impact of digital transformation initiatives.
• Proactively address stakeholder concerns and ensure their satisfaction with service quality.
• Facilitate change management practices that ensure seamless adoption of Intelligent Automation strategy
• Lead, manage and, coach business process engineers and analysts

• Relevant certifications in digital transformation, such as Certified Digital Transformation Officer (CDTO) or Digital Transformation Professional (DTP), will be an advantage
• Project management certifications like PMP (Project Management Professional) or PRINCE2 can be beneficial
• Proficiency in digital tools and technologies.
• Strong understanding of data analytics, artificial intelligence, and other emerging technologies that can drive digital transformation.
• Minimum of 5+ years relevant experience in a finance and / or Credit and Risk environments (Essential)
• Proven experience in leading digital transformation initiatives within a large organization is crucial.
• Demonstrated success in managing complex projects and driving change is essential.

Job-Related Skill

• Project Planning
• Excellent facilitation skills
• Communication skills
• Change management
• Problem solving
• Teamwork
• The ability to explain complex information clearly and simply
• Operational excellence and attention to detail
• Ability to adapt quickly in a new environment and work on multiple systems/platforms

Job Knowledge

• Knowledge of Finance Operations as well as Credit and Risk environments.
• Technical knowledge/experience of process and reporting enhancements making use of robotics and digital tools
• Post go live support
• Excellent project management and leadership skills to inspire and lead a team towards achieving strategic goals.
• Strong stakeholder management skills to collaborate effectively with internal and external stakeholders.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 11 September 2025.

The base location for this role is Midrand, Vodacom Campus.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.

Are you a
Business Development powerhouse
who fluently speaks the language of
Digital Transformation
? Can you walk into a meeting, immediately spot the gaps in a business' digital lifecycle and articulate a solution?

We are looking for a highly perceptive and driven individual to join our team as a Business Developer, focused entirely on the Digital space.

You'll be the linchpin who connects opportunity with our capability.

What you MUST posses:

• Deep, demonstrable understanding of the complete digital transformation cycle, from initial inception to final delivery.
• Full Stack Services knowledge in how each stream (Web Development, Paid Media, SEO, Data Analytics, Reputation Management, Design, UX) strategically fits into the overall digital transformation and e-commerce roadmap.
• SaaS Savvy familiarity with the Software-as-a-Service product landscape.
• Proven success in a B2B sales environment with strong commercial instincts and business acumen.

If you're ready to leverage your expertise to drive significant growth and help businesses truly
transform
, apply today.

Role : Junior Digital Transformation Specialist

About dY/dX Digital:

We're a forward-thinking digital transformation consultancy dedicated to innovation through product and service design, future-of-work transformation, and digital optimisation. Since 2013, we've partnered with leading global companies including Vodafone, Google, Vodacom, VISA, MTN, Ericsson, Old Mutual and many others, transforming how they work and driving new product innovation. At dY/dX Digital, we champion ideation grounded in data and behavior - turning complex challenges into actionable opportunities.

There is no office. There is no leave policy. There is no corporate hive, no majestic marble-pillared building with oil-paintings, no HR department. No mid-level bosses. No fluff. No vanity. Just really smart people, with a range of deep skills, working on problems they find intellectually and creatively stimulating. 

We are nerds, geeks, goofs, cynics, movie critics, believers, artists, and quants, left-brain, right-brain, ENTP – INTJ, designers, coders, writers, analysts & spreadsheet jockeys. Most importantly, we are doers.
We make change happen

. Based in South Africa, but spread across the globe, we are all the pieces that work towards solutions for the really really hard questions with new approaches and global insights.

About You:

• Ideally, you have a degree and at least 3 years of professional experience in digital transformation and solution development.
• Bonus if you have experience in workflow and process automation, and/or in the marketing or creative advertising space.
• Strong interpersonal skills and the ability to excel in collaborative environments.
• Technical acumen to lead engagements with development teams and understand technical solutions for both low code systems as well as custom development and integrations.
• A drive for high quality outcomes, both in your own work and the work your teams create.
• Genuine curiosity about human behaviour, organisational change, and sustainable impact.
• Detail-oriented, methodical, and excellent at clearly communicating complex ideas.
• Passionate about creating innovative, impactful solutions that merge analytical thinking with creative problem-solving.
• Excellent communication, storytelling, journey mapping and documentation skills.
• Strong analytical and creative problem-solving abilities.
• Familiarity with digital transformation methodologies, change management principles, and agile practices.

Why Join dY/dX Digital:

• Collaborate on impactful, change orientated projects with leading global brands.
• Work within a culture that prioritizes creativity, curiosity, agility, and structured innovation.
• Join a consultancy that values structural and sustainable change—actively shaping solutions that reduce waste, drive efficiency, and enhance engagement.

If you're driven by challenges, passionate about meaningful change, and eager to innovate sustainably, we'd love to hear from you.

About the Role:

DY|DX digital has been helping companies transform their operating models to "
make work work better

" for more than 15 years. We design new processes that utilise technology to help companies make their ways of working more efficient, implement the technology in organisations and help them adopt that change. 

Whether it's automation or AI-based systems, people are critical in making systems actually work to deliver the end results. Change is hard, requiring learning new skills and processes. This job is all about helping people successfully make the transition to new systems and evolve those systems as the workplace changes. 

As a junior change specialist you will work with a group of clients and an internal team. You will gain deep insight into emerging technologies and the workflow processes that they are using and help implement the change plan to achieve adoption. 

This is a junior role and will be a good fit if you have up to three years of work experience in supporting change management activities, ensuring that new processes, tools, and updates are smoothly adopted and sustained.

Key Responsibilities:

• Direct contact with end users, training teams and new users on how to follow new processes and use the systems.
• Supporting change management activities, ensuring that new processes, tools, and updates are smoothly adopted and sustained.
• Reactive and proactive support to user issues
• Issue analysis, root cause determination and next actions
• Determining training topics through routine problem diagnosis and resolution.
• Escalating technical issues to the support team while liaising with them to drive resolution.
• Learning low-code development and systems concepts to empower you in analysing and explaining issues.
• Performing testing of systems when new functionality is released, with a focus on user experience and impact.
• Providing input into new workflows and system changes based on your experience with users and their challenges.
• Ensuring a positive user experience by empowering people with the skills and knowledge to use processes and systems confidently, thereby helping drive adoption and change resilience.
• Balance technical feasibility and behavioural change strategies for optimal solution effectiveness i.e. that is not just usable but used.
• Translate complex technical solutions into accessible language for clients and internal stakeholders.
• Develop and maintain detailed documentation of requirements, solution designs, and implementation plans.
• Ensure alignment of proposed solutions with clients' business objectives and growth strategies.
• Deliver high quality outcomes by working with the teams across the entire process to manage for successful implementation.

You would be a good fit for this if you:

• Enjoy helping to empower and upskill people:
• Have 1-3 years experience in related roles (training, support, low-code, consulting)
• Are a trainer who can explain things in a simple, easy to understand way
• Understand change management principles and can support individuals and teams through transitions
• Are a  patient person with soft skills including composure, adaptability, empathy, intuition, common sense, positive attitude and stress resistance
• Are a good communicator and even better listener
• Are a problem solver that likes puzzles and following breadcrumbs across activity centres on systems to figure out what transpired, what went wrong and what training will be required to prevent the issue going forward.
• Are interested in low-code tools and processes or are code-curious. You don't have to be a developer or want to be a developer, but there is a lot you can learn
• Are deeply analytical - you understand how to approach a problem and spot trends of similar challenges for which training and communication can be put in place.

What a day could look like:

• Testing new system functionality and preparing relevant
  training and change management materials

.
- Proactively engaging with lagging projects to increase adoption.
- Providing input into new workflows and system changes based on your experience with users and their challenges.
- Identifying training or change support required for specific issues.
- Participating in design meetings to help solve challenges and develop new solutions based on observed insights of behaviour
- Reviewing the support log (average 25–45 tickets/day) and triaging queries.
- Booking one-on-one sessions with users to provide hands-on guidance.
- Escalating complex technical issues to the support team and updating users.
- Conducting end-user and team training sessions on preventing recurring issues.
- Participating in design meetings to help solve challenges and develop new solutions
- Drafting a weekly support and change report that includes:
- - Volume and type of queries
- - Key behaviour insights and recommended training or change interventions

What you will get paid:

Salary: R24,000 - R30,000 depending on experience.

Serious stuff

Reporting: You will report into the project leads for the clients they are working on.

Work hours: Queries come in between 9:00 - 17:00, Monday to Friday. You will be expected to be available  to offer support in a timely manner when required. Some technical releases and testing needs to happen after hours or over weekends when users aren't on the system. 

Office: This is a remote-first position, but there are times where clients may need in-person support and training at their offices. We have flexible shared workspaces subscriptions for those that would like to go somewhere to work. You don't have to go there unless you need or want to.

Catering: If you are working from a shared workspace or meeting up with a colleague or client – coffee, lunch, snacks are a company expense. 

Qualifications: We like working with people who have done something interesting, who have tried something big and failed (or succeeded – that's also fine). A degree is preferable, we don't care in what field, but not essential.

Leave: In principle, you can take as much leave as you want. You are responsible to get things done though – so make sure you plan around it OR, just do a working holiday (i.e. go away but work for a couple of hours so support queries get a response timeously). We pay out your regulated leave every month either way. 

KPIs/OKRs: We figure out with you on a quarterly basis what needs to be done that is really important. That becomes your project for the quarter along all the other systems. If you do your job really well, you will end up automating/improving your processes so that they take up less time and you can find something else to do.

Career: With experience you may end up leading projects and consulting on others, being responsible is not more important than doing great work. You can get new roles, broaden your responsibilities and new challenges the more you prove yourself. Salaries go up as you get more responsibility and can deliver better quality work.

Head of Digital Transformation – Tyger Valley

Location: Tyger Valley

Industry: Fuel & Energy

Job Type: Full-time

We are looking for an experienced
Head of Digital Transformation
to lead an exciting digital journey for a well-established company in the fuel & energy sector. This senior role will be key in driving innovation, implementing cutting-edge technology, and aligning digital strategy with overall business goals.

Key Responsibilities:

• Develop and execute a
  digital transformation roadmap
  .
• Lead the adoption of
  automation, ERP, and cloud solutions
  .
• Ensure
  seamless integration
  of new technologies with existing systems.
• Drive
  data strategy and analytics
  for smarter decision-making.
• Enhance
  customer experience
  through digital channels.
• Manage
  change initiatives, training, and digital culture shifts
  .
• Oversee
  cybersecurity, compliance, and risk management
  .
• Foster
  collaboration, partnerships, and continuous innovation
  .

Requirements:

• 5+ years Proven experience in a similar senior role (CTO, CIO, IT Manager).
• Bachelor's degree in Computer Science, IT, or related field (Master's in Business Administration is an advantage).
• Strong
  project management expertise
  .
• Experience with
  modern ERP and cloud systems
  is a plus.

Salary: R per month.

.

When it comes to putting people first, we're number 1.
The number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2025.

Role Purpose:
The Digital Transformation Lead will be responsible for driving the digital transformation strategy within the Finance Operations and Credit & Risk departments. This role will focus on leveraging digital technologies to enhance operational efficiency, improve customer experience, and achieve cost savings:

• Strategic Leadership: Develop and implement the digital transformation strategy for Finance Operations and Credit & Risk
• Innovation: Identify and evaluate new digital technologies and solutions to drive innovation and improve processes
• Project Management: Lead and manage digital transformation projects from inception to completion, ensuring timely delivery and alignment with business objectives
• Stakeholder Engagement: Collaborate with internal and external stakeholders to ensure successful implementation of digital initiatives
• Performance Monitoring: Establish key performance indicators (KPIs) to measure the success of digital transformation initiatives and report on progress to senior management
• Risk Management: Identify and mitigate risks associated with digital transformation projects

Your responsibilities will include:
Financial Reporting Assurance

• Strategic oversight, cross function collaboration, and continuous improvement on digital strategy within Finance
• Developing best practices, routines and innovative solutions to improve levels of digitisation and quality of output. identify opportunities for digitisation using various technologies, which include, but not limited to Robotics Process Automation, Natural Language Understanding, Optical Character Recognition etc
• Identify opportunities for risk mitigation measures, and support implementation as needed
• Identify strategy growth opportunities in the Intelligent Automation space

Manage the execution of strategic projects:

• Lead the prioritisation and implementation of digital transformation projects within Finance
• Effectively manage such projects, ensuring stakeholder buy-in and minimal disruption
• Develop and implement communication plans to keep stakeholders informed of progress and anticipated outcomes
• Drive the business case development and return on investment
• Re-engineer and radically simply processes
• Own Citizen Development strategy in VSA Finance enabling large Scale Upskilling (AI and Intelligent Automation)

Performance Management and Reporting:

• Champion a data-driven culture within the finance department by promoting the use of data analytics tools and insights
• Develop and implement dashboards and reporting systems that provide real-time financial visibility and support informed decision-making
• Partner with data analysts to extract valuable insights from financial data to drive strategic initiatives

Stakeholder Management:

• Build strong relationships with key stakeholders across the organisation, fostering a deep understanding of their needs and expectations
• Collaborate with stakeholders identify and drive the development of solutions that would cater to their business needs
• Effectively communicate the value and impact of digital transformation initiatives
• Proactively address stakeholder concerns and ensure their satisfaction with service quality
• Facilitate change management practices that ensure seamless adoption of Intelligent Automation strategy
• Lead, manage and, coach business process engineers and analysts

The ideal candidate for this role will have:

• Relevant certifications in digital transformation, such as Certified Digital Transformation Officer (CDTO) or Digital Transformation Professional (DTP), will be an advantage
• Project management certifications like PMP (Project Management Professional) or PRINCE2 can be beneficial
• Proficiency in digital tools and technologies
• Strong understanding of data analytics, artificial intelligence, and other emerging technologies that can drive digital transformation
• Minimum of 5+ years relevant experience in a finance and / or Credit and Risk environments (Essential)
• Proven experience in leading digital transformation initiatives within a large organization is crucial
• Demonstrated success in managing complex projects and driving change is essential

Job-Related Skill

• Project Planning
• Excellent facilitation skills
• Communication skills
• Change management
• Problem solving
• Teamwork
• The ability to explain complex information clearly and simply
• Operational excellence and attention to detail
• Ability to adapt quickly in a new environment and work on multiple systems/platforms

Job Knowledge

• Knowledge of Finance Operations as well as Credit and Risk environments
• Technical knowledge/experience of process and reporting enhancements making use of robotics and digital tools
• Post go live support
• Excellent project management and leadership skills to inspire and lead a team towards achieving strategic goals
• Strong stakeholder management skills to collaborate effectively with internal and external stakeholders

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications:
11 September 2025.
The base location for this role is
Midrand, Vodacom Campus.
The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.

JOB SUMMARY

The Senior Manager: Digital will play a key leadership role in driving digital transformation initiatives within clients’ Finance and operational functions. The role demands a high-caliber individual with deep expertise in solutioning and implementing Robotic Process Automation (RPA) and other intelligent automation technologies, coupled with Finance digital transformation experience with proven case studies in the development and digitalization of innovative finance and accounting solutions.

The incumbent will partner with clients at a strategic level, creating and delivering innovative solutions to enhance operational efficiency, data management, and automation capabilities. This individual will also be responsible for developing RPA and intelligent automation strategies, executing complex solution designs, and leading delivery teams to drive business value across multiple industries.

This is a senior leadership position expected to contribute to business development, lead multidisciplinary project teams, and foster continuous innovation within the Digital Transformation and Technology Practice.

RESPONSIBILITIESGeneral

• Lead digital transformation advisory and implementation projects for clients with a focus on Finance and operational functions.


• Provide senior leadership oversight for RPA solutioning, design, and implementation, ensuring alignment with clients' strategic objectives.


• Manage and deliver complex systems process analysis, digital solution design, and process reengineering projects.


• Develop, champion, and operationalize intelligent automation frameworks leveraging RPA, OCR, NLP, ML, iPaaS and AI technologies.


• Guide clients in integrating new digital solutions with existing business systems, processes, and organizational structures.


• Contribute thought leadership on intelligent automation trends, tools, and best practices.Business Transformation


• Facilitate C-Suite conversations around digital strategy and operational transformation.


• Design and execute digital roadmaps aligned to Finance and business transformation objectives.


• Identify automation opportunities through process mining, feasibility assessments, and process improvement initiatives.


• Incorporate data management and analytics into solution designs for enhanced business insights and reporting capabilities.Project Management and Stakeholder Engagement


• Oversee project scoping, planning, budgeting, resourcing, and risk management for multiple concurrent transformation projects.


• Develop detailed project plans, including strategic goals, staffing plans, timelines, and risk mitigation strategies.


• Ensure quality assurance and stakeholder management throughout the project lifecycle.


• Provide strategic leadership, mentorship, and upskilling of junior consultants and RPA developers. 


• Collaborate with cross-functional teams, including IT, operations, and business units, to identify opportunities for digital transformation.


• Stay abreast of emerging technologies and trends in digital transformation and Automation Platforms including RPA and integrate relevant innovations into the company's strategy.


• Establish metrics and KPIs to measure the success of digital initiatives and RPA implementations.
  
  Business Development


• Contribute to Digital and Business Consulting business development activities.


• Develop value propositions and pricing models for digital and automation services.


• Lead client proposal development, solution demonstrations, and presentations.


• Build and maintain sustainable client relationships.

QUALIFICATIONS & EXPERIENCEMinimum Qualifications:

Degree in Information Technology, Computer Science, or Finance, A Master's degree is preferred/ MBA

Desired Qualifications:

Professional certifications in RPA (UiPath, Blue Prism) and project management (Agile, Design thinking, Six Sigma, Prince2)

Minimum Experience:

8+ years of progressive digital transformation, RPA, and process reengineering experience with proven case studies in digital finance transformation
5 years in a senior management or leadership role

Desired Experience:

Business Process Outsourcing Solutions experience within large BPO organizations delivering digital solutions and automation within the finance function.

Proven track record in Finance digital transformation projects

CORE COMPETENCIES, ATTRIBUTES & SKILLS

• Extensive experience in RPA strategy, architecture, solutioning, and implementation


• Experience in an agile environment, as well as traditional waterfall environment


• Strong architecture skills (TOGAF, UML, ArchiMate, SOA)


• Software development skills (Java preferred / .Net / React)


• Developing in a cloud environment (AWS/DevOps)


• Mobile skills (iOS, Android, Hybrid, mobile proximity platform)


• DevOps skills (Docker, GitHub, Jenkins)


• Strong data skills (SQL), Power BI


• General cloud knowledge (AWS/Azure)


• Expertise in process improvement, process mining, and business systems analysis


• Solid understanding of commercial and open-source RPA and intelligent automation tools (e.g. UiPath, Blue Prism, Linx)


• Understanding of Digital transformation frameworks and methodologies


• Excellent problem-solving and analytical skills, with the ability to make data-driven decisions.


• Knowledgeable in data management, reporting, analytics, and digital platform integration


• Demonstrated leadership in managing large-scale, complex automation projects


• Proficient in stakeholder management, influencing C-level decision-makers


• Strong business acumen with financial knowledge and operational understanding


• Exceptional report writing, presentation, and proposal development skills


• Passionate about innovation, digital enablement, and operational excellence


• Experience in implementing projects for a BPO Organization using TechCERTIFICATIONS


• Certifications in RPA (e.g., UiPath Certified RPA Developer, Lean Six Sigma)


• Power BI, Tableau, SQL


• Power Apps


• Power Automate


• Other Automation Platforms (iPaaS)PERSONAL ATTRIBUTES


• Strong leadership, coaching, and mentoring skills


• Innovative thinker with a solutions-driven mindset


• High attention to detail and quality assurance orientation


• Confident communicator with excellent interpersonal skills


• Commercially astute with entrepreneurial instincts.

About the Role

We are looking for an experienced Change Management & Training Lead to drive adoption and successful implementation of our digital transformation initiatives. This role is responsible for ensuring that people, processes, and technology changes are well-communicated, understood, and embedded across the organization.

Key Responsibilities

• Develop and execute change management strategies and communication plans for digital initiatives.
• Design, coordinate, and deliver training programs and enablement sessions to support system rollouts.
• Engage with business stakeholders to assess readiness and manage resistance.
• Develop tools and resources (guides, FAQs, training materials) to support adoption.
• Monitor change effectiveness, adoption rates, and provide feedback for continuous improvement.
• Act as the primary liaison between project teams, leadership, and end-users.

Qualifications & Experience

• 5–8 years' experience in change management, training, or organizational development (preferably within digital transformation projects).
• PROSCI certification or equivalent change management accreditation (mandatory).
• Bachelor's degree in Business, Human Resources, Communications, or related field (preferred).

Skills &Competencies

• Strong expertise in communication planning and execution.
• Hands-on experience in training rollout and end-user enablement.
• Excellent stakeholder engagement and facilitation skills.
• Ability to analyze adoption metrics and recommend interventions.
• Strong interpersonal, presentation, and written communication skills.

Application Requirements

Please ensure you attach your Change Management certification(s) with your application.

Job Type: Full-time

Work Location: In person

Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Responsible for processing claims and service-related transactions across digital channels (WhatsApp, Web, RPA). Ensures accurate and efficient execution while resolving digital outliers and supporting the service community in adopting digital-first solutions. Provides feedback to Seniors and Team Lead to enhance digital processes and client experience.

Requirements

• Grade 12 with Maths / Accountancy/ NQF4 equivalent

• Certificate in Digital Transformation or CX principles advantageous

• 3–5 years' experience in client engagement, client service, or claims environments

• Process claims, service transactions, and policy adjustments within defined guidelines

• Ensure first-call resolution for processed claims and service transactions

• Handle RPA and chatbot exceptions and outliers, escalating issues as necessary

• Support digital adoption initiatives and contribute to embedding client experience principles

• Knowledge of Metropolitan products, policy benefits, exclusions, and legislative requirements

• Understanding of risk-based claims assessment

• Working knowledge of in-house systems and digital platforms, including WhatsApp and Web

• Basic understanding of Insurance Products, Insurance Law, Compliance, Pension Funds Act, and Income Tax Act

• Understanding of specific insurance legislation, including POPIA and TCF

• Knowledge and understanding of claims assessment philosophy and medical underwriting

Duties & Responsibilities

Client Experience & Service Delivery:

• Understand, apply and process all chatbot and RPA related service transactions aligned to standard process documents/guides, which includes, claims, withdrawals, and policy adjustments, etc accurately and efficiently.

• Ensure first-call resolution (FCR) and completion of all transactions within SLA.

• Respond to client and branch inquiries promptly, demonstrating empathy and emotional intelligence.

• Handle all escalations and outliers with sensitivity, accuracy and aligned to business principles whilst keeping the client experience positive and keeping the client informed throughout the engagement.

• Escalate unresolved or complex issues to Senior Specialist according to workflow and in line with escalation process.

• Maintain accurate documentation of all transactions and communications for compliance and reporting.

• Identify minor service issues or recurring challenges and provide feedback for improvement.

• Support and drive service CSAT targets.

• Build, strengthen and maintain relationships with Metropolitan key stakeholders and act as key contact to Clients and Branches regarding digital training, queries, and service requests.

• Manage processing of claims and service-related transactions through digital channels.

• Handle and resolve digital channel outliers to ensure seamless client journeys.

• Drive client uptake and adoption of digital channels.

• Train service teams on new digital service transactions and processes.

• Provide insights to improve digital servicing processes and reduce friction.

• Partner with optimization and transformation teams to embed sustainable improvements.

• Track adoption, turnaround times, and client satisfaction in digital channels.

Digital Adoption:

• Encourage clients and branches to use digital channels (chatbot, WhatsApp, web) for service requests.

• Support digital channel users with troubleshooting and guidance, showing patience and understanding.

• Provide input to BPO or IT teams on improvements to chatbot conversations and workflows.

• Operationalize the strategic initiatives aimed at increasing digital adoption and client engagement whilst maintaining a good client experience.

• Monitor usage and adoption trends within assigned scope and report findings.

Workflow & Exception Management:

• Share knowledge and operational tips with colleagues to improve team performance.

• Assist peers in understanding processing workflows, digital tools, and exception handling procedures.

• Contribute to team learning by highlighting common errors and operational improvements.

• Continuously build knowledge of claims processes, digital systems, and regulatory requirements.

• Proactive training of all service staff including Contact Centre and CSO on all chatbot and RPA related workflows.

Risk Identification:

• Identify opportunities to enhance cost effectiveness and increase operational efficiency.

• Manage financial and other company resources under your control with due respect.

• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Coaching & Reporting:

• Provide input to BPO team to enhancing chatbot conversations for Web, WhatsApp and social media platforms

• Provide technical digital assistance to maintain and grow the digital footprint for the Digital Service Channel.

Client Services:

• Provide input to BPO team to enhancing chatbot conversations for Web, WhatsApp and social media platforms

• Provide technical digital assistance to maintain and grow the digital footprint for the Digital Service Channel.

• Drive the uptake of usage over digital platforms.

• Resolve escalated Digital claim and service queries and ensure queries are processed in a timeously manner.

Operational & Financial Responsibility:

• Ensure adherence to internal controls, policies, and regulatory requirements in all processed transactions.

• Flag potential fraud, irregularities, or process risks and escalate appropriately.

• Identify opportunities for operational efficiency and accuracy improvements.

• Support resource optimization initiatives within operational scope.

• First line liaison to group forensic services on flagged or identified fraud.

Competencies

• Business Acumen

• Client/ Stakeholder Commitment

• Drive for Results

• Leads Change and Innovation

• Motivating and Inspiring Team

• Collaboration

• Impact and Influence

• Self-Awareness and Insight

• Diversity and Inclusiveness

• Growing Talent

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Director, Change Management is a leadership role, responsible for playing a pivotal role in leading and driving strategic organizational change initiatives.

This leadership role provides strategic direction and support across business operations functions fostering a collaborative and innovative team culture focused on operational excellence.

Key Responsibilities:

• Provides leadership and guidance to individuals involved in organizational change initiatives.
• Leads strategic transformational change management initiatives.
• Develops a clear vision for organizational change and aligns it with business goals.
• Ensures effective change management is in place for the full lifecycle of transformation and standardization initiatives, from concept through Business-As-Usual (BAU) deployment.
• Collaborates with executive leadership and other senior level stakeholders to gain buy-in and support for change efforts.
• Provides strategic guidance to senior leadership on change management methodology and approach.
• Ensures the development of enterprise-wide change management methodologies and toolkits. Identifies potential risks and develops mitigation strategies.
• Analyzes, plans, implements and evaluates change strategies, facilitating a collaborative approach to change across the organization and building ownership and capability in change leadership.
• Acts as a coach for senior leaders/managers in helping them fulfil the role of "change sponsor".
• Conducts assessments of the current state, analyzes stakeholders, identifies risks, and establishes goals and milestones for changes.
• Plays a key role in ensuring change initiatives meets objectives on time and on budget by increasing employee adoption and usage.

To thrive in this role, you need to have:

• Significant proficiency in methodologies, change management principles, and project lifecycle phases.
• Significant understanding of change management challenges, opportunities, methodologies and frameworks.
• Significant understanding of local and international change management methodologies.
• Ability to influence senior leaders/managers and gain buy-in at executive level.
• Excellent analytical and strategic planning capabilities.
• Significant vast expertise in delivering creative and innovative solutions to business challenges.
• Excellent interpersonal and presentation skills.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Business, Management, Communications, or Human Resources or related field.
• Certifications such as PMP, PROSCI, ADKAR, ITIL, LEED, OCM, or CCMP (desirable).

Required experience:

• Significant experience working on large scale change management projects and programs, ideally in a related working environment.
• Deep Experience gained in a similar leadership role.
• Significant experience leading and managing a change management team, delivering high quality results.
• Strong business acumen and ability to communicate with various functional leaders using relevant industry knowledge and terminology.
• Significant experience leading programs that include technology change and adoption.
• Significant experience managing multiple change programs across different regions / geographies with differing needs and stakeholders.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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