Digital Automation Lead

Our client is seeking a dynamic Digital Automation Lead: AI & Business Productivity to champion the adoption of artificial intelligence, automation, and digital productivity tools across the organization.

In this collaborative role, you will work closely with business leaders, IT, operations, finance, compliance, and support teams to identify manual bottlenecks, design smarter workflows, implement robust automation, and empower teams to use AI safely and effectively.

The successful candidate will be responsible for transforming complex business challenges into practical digital solutions that drive efficiency, minimize manual overhead, elevate the customer experience, and accelerate overall business productivity.

Role Purpose

The purpose of this role is to spearhead internal digital automation and AI adoption initiatives with a sharp focus on delivering measurable business outcomes. You will enable the business to:

• Identify repetitive, manual, or inefficient processes across departments.
• Design and implement innovative, AI-enabled workflows.
• Maximize productivity using Microsoft 365, Anthropic, and other approved industry tools.
• Train and guide teams to use AI and automation responsibly.
• Track, measure, and report the tangible business value generated by automation initiatives.

Key Responsibilities

AI, Automation, and Productivity Strategy

• Build and manage the company's comprehensive AI and automation roadmap.
• Identify high-value automation opportunities across all business units.
• Prioritize initiatives based on projected business value, complexity, cost, risk, and organizational readiness.
• Collaborate with executive leadership to align automation initiatives with broader strategic business objectives.
• Recommend suitable software tools, technology platforms, and vendors where required.

Process Improvement

• Map current business processes to uncover operational inefficiencies.
• Redesign and optimize workflows prior to implementing automation.
• Partner with business users to understand operational pain points and functional requirements.
• Document current-state and future-state process architectures clearly.
• Minimize process duplication, manual administration, operational delays, and avoidable errors.

Solution Delivery

• Design, build, configure, or coordinate end-to-end automation solutions.
• Leverage tools such as Microsoft Power Automate, Power Apps, SharePoint, Teams, Excel, Outlook, Copilot Studio, and related platforms.
• Partner with IT and external vendors to manage integrations, APIs, data flows, and necessary system changes.
• Rigorously test automation solutions to ensure reliability before release.

AI Adoption and Training

• Drive widespread adoption of approved AI tools throughout the business.
• Create comprehensive user guides, training sessions, live demonstrations, and practical use-case examples.
• Support teams in applying AI to daily productivity, internal communications, reporting, document handling, and operational workflows.
• Coach users on responsible AI usage, including critically reviewing AI outputs and safeguarding confidential information.
• Foster and mentor a network of internal digital champions across various departments.

Governance, Risk, and Compliance

• Collaborate with IT, Security, Compliance, and Legal teams to establish safe AI and automation practices.
• Support policies governing AI usage, data handling, approval workflows, and access control.
• Ensure all automation solutions comply fully with the Protection of Personal Information Act (POPIA) and internal security standards.
• Align AI and automation practices with relevant financial services regulations, including Financial Advisory and Intermediary Services (FAIS) requirements, Financial Sector Conduct Authority (FSCA) expectations, and Financial Intelligence Centre Act (FICA) obligations where applicable.
• Proactively identify and manage risks concerning confidential data, customer information, system access, and AI-generated outputs.
• Maintain meticulous documentation, robust audit trails, and strict change control protocols.

Reporting and Value Tracking

• Measure and track the ongoing benefits derived from automation and AI initiatives.
• Report key performance metrics including hours saved, processing time reductions, error rates, adoption levels, and overall business impact.
• Provide regular, transparent updates to leadership.
• Maintain and continuously groom a healthy pipeline of future automation opportunities.

Required Experience

Essential

• 4+ years of professional experience in digital transformation, business systems, automation, IT, business analysis, operations improvement, or a related field.
• Demonstrated practical experience with business process automation.
• Proficiency in utilizing Microsoft 365 tools, including Teams, SharePoint, Outlook, Excel, and Forms.
• Hands-on experience with automation platforms such as Microsoft Power Automate, Power Apps, UiPath, Automation Anywhere, Zapier, Make, or similar technologies.
• Strong competence in process mapping and requirements gathering.
• Proven ability to work directly with business stakeholders and translate operational needs into practical digital solutions.
• Solid understanding of data privacy, information security principles, and responsible AI usage.
• Exceptional documentation and interpersonal communication skills.
• A demonstrated ability to train, influence, and support end-users across diverse departments.

Preferred

• Experience working with Copilot Studio, Microsoft 365 Copilot, Azure AI, Power BI, or Dataverse (Anthropic platform skills are highly beneficial).
• Industry background in insurance, financial services, call centers, sales operations, or broker networks.
• Familiarity with CRM, lead management, policy administration, or customer service systems.
• Foundational knowledge of APIs, system integrations, SQL, Python, JavaScript, or general scripting.
• Experience in formulating AI usage guidelines, establishing automation governance frameworks, or running digital adoption programs.
• Experience managing technology vendors and external development partners.

Education and Certifications

Minimum Requirements

• A National Diploma or Bachelor’s degree in Information Technology, Information Systems, Computer Science, Business Analysis, Data Analytics, Engineering, or a related discipline (NQF Level 6 or higher).
• Alternatively: Equivalent, demonstrable practical experience in automation, digital transformation, business systems, or technology delivery.

Preferred Certifications

• Microsoft Azure AI Fundamentals
• Microsoft Azure AI Engineer Associate
• Microsoft 365 Fundamentals
• Recognized Business Analysis certification
• Agile or Scrum certification
• ITIL Foundation
• Change management certification
• POPIA, data privacy, or information security-related training