Mercy Mau

• Adoption of an agile delivery work model within the team
• Defined and implemented the partnership onboarding process for Partnership and Digital segment.
• Led the team to onboard and implement over 20 strategic partnerships
• Led the team in developing revolutionary products for the gig economy, transport industry and insurable moments/ events
• Currently advising regional teams in developing, implementing and
adoption of their partnership and digital roadmaps based on the Group’s Partnership Onboarding policy

• Developed and maintained the IT strategy roadmap for the Life Business unit aligned to the Group IT strategy and Life Business Strategy.
• Liaised with the rest of the IT Leadership in developing and maintaining the Britam Group Enterprise Architecture.
• Was the strategic advisor on all IT matters to the leadership of the Life Business Unit.
• Implemented a resource-sharing model for IT project staff assigned to the Life business unit projects, which has led to better collaboration, planning and proper distribution of work, diversifying the project staff skill set and ensured we delivered within the set timelines of the concurrent sprints running within several life business unit projects.
• Implementation of the Online Card Payments, Lipa Kidogo Kigogo digital feature to support partial premium payments for the life business.
• Implementation of the instant payment process via Mobile and Bank through the digital channels ( USSD, Customer portal and Mobile App)
• Implementation of customer journeys, digital products and integration with digital partners ( Imarika wallets on Cellulant ting app and Elimu Smart on Bismart Portal

• Managing the technical delivery of all Digital Channels & CRM projects within the Britam group using the agile project delivery methodology
• Initiate and manage project governance to ensure effective operations within the Britam digital channels portfolio
• Participate in business case development by advising the Business Analyst and other project stakeholders on the technical feasibility & viability of proposed solutions
• Solution designing, documentation and circulation for relevant approvals
• Vendor and internal stakeholder management ensuring the technical solution is delivered on time, on scope and within budget
• Primary point of contact between external solution implementers/vendors and Britam's internal project teams
• Key achievements include delivery of highly visible, concurrent projects across the business units by utilizing agile methods to plan, organize and lead the digital channels projects teams by exceeding expectations in performance and delivery, facilitated scrum meetings between the vendors and the internal technical teams to ensure timely delivery of work as per the defined sprints and in an agile way, worked with the lead developer to design and implement CI/CD processes for delivery of projects within digital channels, delivery of self-service capabilities for the Britam asset management unit trust customers on both Mobile App and Customer portal, delivery of self-service capabilities for the Retail Pension and Ordinary Life Customers on both Mobile App and Customer portal, delivery of group compliance reporting capabilities for AML, FATCA, UFAA, COI and ESG.

• Lead analyst and implementer of the digital channels for the commercial division (All business portals- customer, financial advisors and partner portals)
• Lead analyst and implementer of the USSD and buy online channels
• Ensure correct implementation for integrations within the enterprise architecture for all the digital channels projects (portals, mobile applications) and the core business systems (Life Assurance, General Insurance and Asset Management) CRM Siebel, Oracle ERP, Document Management System and Business Intelligence
• Develop business requirement documents, process documents through conducting requirements elicitation workshops with stakeholders
• Verify & approve all design solutions to ensure the business requirements have been met by translating the business needs to semi-technical documents/instructions for developers and other technical resources
• Ensure creation and the execution of test scripts, test cases during testing
• Track project risks and escalate to the program stakeholders
• Stakeholder management with the vendors, business and the project team
• Involved in business process re-engineering to ensure proper documentation and implementation of business processes within the organization
• Deliver improvements to the Business through standardizing of Requirement Specifications, Use Cases, Test Cases and synergy identification documents
• Develop user manuals and training materials for end-users on solutions delivered by the vendor
• Provide 3rd level support on all the digital channels platforms
• Key achievements include implementation of the key business tool that all the 2500+ agents use daily online for quoting and submitting business to the lines of business, mapped, documented and implemented the standardized Britam customer journey on all the digital platforms, implementation of the Britam mobile application that is available to customers on android and IOS.

• Developed project plans for approval by all the stakeholders for the pensions business system implementation
• Worked with the Group Procurement team, and suppliers to provide business & technical input to the definition of the design solution for the purpose of request of proposals
• Prepared and presented the project status reports for all the pensions project and program meetings
• Tracked project risks and escalated to the program stakeholders
• Stakeholder management of the vendors, business and the project team
• Resolved conflicts where the solution provided vs
• Business requirements had gaps
• Ensured the pensions project was delivered within the approved timelines, budget, and cost
• Lead analyst and implementer of the Life (Ordinary, Pensions) core business systems
• Documented business requirements and process documents, solution design documents, test plans, and test scripts for the life business unit
• IT lead in life product development cycle
• Involved in business process re-engineering to ensure proper documentation and implementation of business processes within the organization
• Verify & approve all design solutions to ensure the business requirement has been met by translating business needs to semi-technical documents/instructions for developers and other technical resources
• Involved in testing (SITs and UATs) of all delivered solutions from the Life and pensions systems
• Key achievements include implementation of the core pension system that supports all the business functions under pensions (Sales, Pensions Administration, Finance, and Report), ensured seamless integration to Oracle ERP (AR and AP) modules, Document Management System (DMS), Business Intelligence, and CRM Seibel to facilitate an end-to-end business process, implemented several process improvements in the ordinary life business system to ensure improved customer service, efficient claims processing processes, management of KYC requirements, and integration to mobile service providers to allow for mobile money payments and auto reconciliation, implemented and managed the first life investment product on the USSD and Buy Online platforms, documented and participated in business processes modeling that led to Britam achieving organizational excellence in 2018.

• Lead system implementer and support analyst of the General Insurance System and Customer Relationship Management System
• Managed the quality of TurnQuest ERP-Applications through the quality assurance process
• Managed the analysis, specification, testing, and implementation of TurnQuest applications
• Preparing progress reports on the application performance and development efforts in the organization
• Managed SRS and Testing the tool - Contour
• Managed the design, acquisition, and delivery of TurnQuest applications' training and training materials for end-users
• Performed TurnQuest applications demonstrations to prospective clients
• Provided first-line contact for customer support and requests for assistance concerning TurnQuest applications
• Tracked and managed TurnQuest applications usage including customer communication & follow-up
• Liaison with various Turnkey internal departments to provide efficient problem resolution i.e
• Development
• Manage issues raised by clients i.e
• Analyze issue raised, create scenarios in the test database, liaise with the developer to have the issues resolved, test the solution, and provide clients with the updates required
• Manage the capture of issues in the TurnQuest help desk facility JIRA and Contour
• Prepare weekly reports for team progress meetings.

• Systems developing/support using Forms and Reports Developer 6i and 10g (Oracle 10g/11g)
• Implemented and Support of Payroll and HR e-horizon Suite, BOSA, and FOSA Systems
• Provided application support to all clients of e-Horizon suite of applications countrywide
• Lead Tester of HRMS Ver 4.0 that ran on Oracle Database 10g Application Server
• Verification of project concept document, requirements specification, system analysis report, and functional design specification for the ongoing development of eHorizon HRMS 4.0 Project
• Design and preparation of test cases for system, functional, usability, user acceptance tests, and other tests
• Design and preparation of test plan documents, testing schedules, and test process flow charts
• Preparation of test metrics reports
• Management and coordination of the testing team
• Review of testing results and test defect reports
• Configuration of the application, including setting up the database schemas and the application server
• Risk Mitigation, Analysis, and Management
• Management of the Service Splus-HelpDesk system for support calls for all external and internal customers
• Key achievements include conversion of TurnQuest e-business suite from Oracle forms to Version 4 (Java-based), implementation of Version 4 of TurnQuest General Insurance System, Financial Management System, and Customer Relationship system in more than five different sites in both Kenya and Nigeria, implementation of TurnQuest bank assurance system at Equity Bank (Migration from Oracle 6i to 10g).