What will you do?

Job Purpose:

Strategic Transformation: As a Business Analyst, you will play a pivotal role across our strategic transformation portfolio, driving innovation and operational excellence. Working closely with Product Managers and Product Owners, you will deeply analyse and shape requirements to modernise core business capabilities and deliver measurable value.

Initial Mandate: You will anchor the analysis for our future-fit' Servicing initiative, leveraging Microsoft Dynamics 365 and AI-driven insights (including Generative AI and Natural Language Solutions) to deliver exceptional operational efficiency and world-class customer experiences. While your immediate mandate supports our service transformation, you will contribute to a broader roadmap aimed at building a resilient, tech-enabled organisation.

Outputs/Core Tasks:

• Strategic Stakeholder Collaboration: Partner with Product Managers, Product Owners, and senior stakeholders to align on strategic roadmaps and elicit requirements for key transformation initiatives, with an initial focus on the future-fit servicing model.
• Outcome-Driven Analysis: Conduct in-depth analysis of business processes and customer journeys, applying product thinking to identify friction points and opportunities that drive measurable business value.
• Requirements Engineering & Discovery: Translate high-level strategic objectives into detailed functional and non-functional requirements, user stories, and acceptance criteria. Develop process models and data flows to ensure alignment with the Product Vision, technical feasibility, and architectural standards.
• AI Opportunity Identification: Evaluate and prioritise opportunities to integrate intelligent automation and AI-driven solutions (e.g., Natural Language Processing, Sentiment Analysis, or Agent Assist) into business workflows - starting with servicing - to enhance efficiency and the customer experience.
• Contribute to Backlog Refinement: Collaborate closely with Product Owners to refine features into clear, actionable user stories, ensuring a healthy backlog that meets the Definition of Ready for iterative delivery teams.
• Enterprise Solution Alignment: Support solution design and configuration within enterprise platforms (specifically Microsoft Dynamics 365 for current initiatives), performing gap analysis to ensure the technology effectively enables the business goal.
• Collaborative Workshop Facilitation: Lead cross-functional workshops and interviews to drive alignment, uncover implicit requirements, and foster a shared understanding across diverse business units.
• Technical Bridging: Work with Systems Analysts, architects, and delivery teams to ensure business requirements are clearly understood and correctly interpreted during technical design and build.
• Quality Assurance: Contribute to QA by reviewing test strategies and scenarios (including Behavior-Driven Development) to confirm that business needs and expected outcomes are met.
• Business Readiness & Adoption: Support user acceptance testing, change management, and training needs analysis to drive high adoption and measure realised business value.
• Innovation & Strategic Advisory: Provide ongoing insights on process excellence and the proactive application of emerging technologies to solve traditional business bottlenecks and "future-proof" operations.
• Outcome & Benefit Realisation: Define and monitor outcome-based KPIs for transformation and AI initiatives (e.g., automation accuracy, resolution rates) to ensure the investment delivers the intended business impact.

Challenges of the Role:

• Navigating Complexity: Effectively managing a diverse and complex stakeholder landscape, balancing the competing priorities of Product Managers, operational leadership, IT delivery teams, and executive sponsors.
• Managing Strategic Ambiguity: Operating with confidence in an environment of rapid change, where future-state service models are being defined in parallel with foundational technology modernisations.
• Strategic Translation: Distilling high-level "future-fit" strategic objectives into detailed, actionable requirements and acceptance criteria that delivery teams can execute with precision.
• Influencing & Alignment: Driving consensus and "Product Thinking" across the organisation without direct authority, ensuring all parties remain aligned with the overarching transformation vision.
• The Modernisation Bridge: Navigating the gap between legacy business processes and modern, AI-enabled ways of working, requiring a deep understanding of how to transition a business through significant change.
• Balancing Hype vs. Reality: Managing business expectations regarding AI capabilities, distinguishing between technological "hype" and practical, high-impact applications that solve real customer problems.
• Dual-Track Delivery: Maintaining high attention to detail across multiple workstreams, ensuring the Servicing initiative remains synergetic with the ongoing Microsoft Dynamics 365 platform implementation.
• Ethics & Trust: Navigating the complexities of data privacy and responsible AI usage, ensuring every solution maintains regulatory compliance and protects customer trust

This role will stretch your analytical, facilitation, and leadership skills, requiring you to maintain momentum and strategic clarity within a high-visibility, technology-forward transformation programme.

Business Impact of the Role:

As a Business Analyst on this strategic transformation project, your work will have a significant and visible impact across the organisation:

• Future-Fit Servicing: Directly contribute to the evolution of our service and engagement models, ensuring our capabilities support the business’s long-term revenue and customer experience goals.
• Operational Optimisation: Redesign and optimise core customer-facing processes that affect thousands of interactions daily, driving seamless end-to-end journeys.
• Intelligent Platform Value: Maximise the potential of the Microsoft Dynamics 365 platform, integrating AI-driven capabilities to improve operational efficiency, customer satisfaction, and employee experience.
• Competitive Advantage: Enable the business to deliver faster, more personalised, and more resilient service in an increasingly competitive and tech-forward financial services landscape.
• Measurable Outcomes: Deliver tangible results such as reduced processing times, improved first-contact resolution, increased automation accuracy, and lower operational costs.

Your contributions will have a lasting effect on how we serve our customers and will be instrumental in shaping the organisation’s digital service landscape for years to come.

What will make you successful in this role?

Requirements

Experience & Knowledge

• Core BA Expertise: 5–8+ years of experience as a Business Analyst, with a proven track record in large-scale digital modernisation or strategic platform transformation projects.
• Product Maturity: Significant experience working in a product-led environment, with a clear understanding of the interplay between Product Management, Product Ownership, and Business Analysis.
• Agile Mastery: Proficiency in Agile methodologies and an Agile mindset; experienced in iterative delivery and using modern management tools (e.g., Jira, Confluence).
• Process & Data Mastery: Expert-level skills in business process modelling, customer journey mapping, and translating complex data flows into actionable business insights.
• Industry Context: Experience within Financial Services is highly preferred, including an understanding of regulatory and compliance considerations.
• Advantageous:
  •    Deep understanding of customer servicing environments or call centre operations.
  •    Hands-on experience with Microsoft Dynamics 365.
  •    Familiarity with AI in a business context (e.g., LLMs, Sentiment Analysis, or Agent Assist).

Qualifications

• Education: Matric/Grade 12 (Essential); Bachelor’s degree or diploma in Business, Information Systems, Finance, or a related field (Strongly Preferred).
• Professional Certification: A recognised Professional BA certification is a strong advantage.
• Technical Certification: Microsoft Dynamics 365 certifications or relevant training in AI/Data Analysis would be highly advantageous.

Key Competencies & Skills

• Product Thinking & Strategic Analysis: Ability to focus on outcomes over outputs, framing complex problems and driving data-informed recommendations that align with a broader Product Vision.
  
• Stakeholder Influence: Confident engagement and negotiation with senior business consultants, executives, and cross-functional teams to drive consensus without direct authority.
  
• Communication & Storytelling: Exceptional verbal and written skills; the ability to translate technical "hype" into clear business value and facilitate high-impact workshops.
  
• Customer-Centric Design: Passion for designing solutions that elevate both the customer and employee experience (EX), using journey mapping and empathy-led analysis.
  
• Technical Bridging & Data Literacy: Ability to bridge the gap between business needs and technical execution, with familiarity in BDD (Behavior-Driven Development), API logic, and data flow modeling.
  
• Digital Fluency: A solid understanding of how AI, NLP, and intelligent automation can be applied within an ecosystem to augment human decision-making and drive personalization.
  
• Precision & Requirement Integrity: Exceptional attention to detail with the ability to maintain high-quality documentation (FRDs, User Stories, NFRs) while delivering against tight timelines.
  
• Technical Toolset: Proficiency in Microsoft Visio, Power BI, Excel (Advanced), and modern requirements management software (e.g., Jira and Confluence).

Behavioural Competencies

• Drives Results & Ownership: A high-momentum self-starter who takes full accountability for delivery, ensuring strategic milestones are met without compromising on the quality of outcomes.
• Builds Resilience & Manages Ambiguity: Remains flexible, composed, and strategically clear when navigating high-pressure projects with multiple "moving parts."
• Collaborates Effectively: A strong, proactive partner who contributes to and elevates team performance in a cross-functional squad setting.
• Cultivates Innovation: A solution-oriented mindset with a proactive drive to challenge the status quo and apply technology creatively to solve business bottlenecks.
• Demonstrates Business Acumen: Understands the commercial drivers of the organisation and ensures all proposed solutions contribute to long-term strategic success.

Knowledge and Skills

Personal Attributes

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Closing Date: 10 May 2026

Our commitment to transformation