Rachelle Best

As a Business Consultant and Business Architect at Sanlam, I have played a pivotal role in driving strategic transformation across key initiatives, focusing on aligning business objectives with operating models and technology solutions. My expertise spans business architecture, capability modeling, and process optimization, delivering value across Sanlam Life and Savings.

I led the Claims Transformation Project, a flagship initiative aimed at modernizing Sanlam’s claims processes. This included the design of a Target Operating Model, reimagining workflows for operational efficiency, and implementing a full technology renewal to streamline claims processing. By driving collaboration across multiple teams and stakeholders, I ensured alignment with strategic objectives while significantly reducing claims processing times and improving customer satisfaction.

I also established the Business Architecture Capability for Sanlam, delivering frameworks, capability reference models, and heatmaps that facilitated strategic alignment across the organization. Through workshops and stakeholder engagement, I identified and prioritized differentiating capabilities, enabling informed decision-making and resource allocation.

Another highlight of my tenure was leading the Value Optimization Project, which focused on simplifying Sanlam’s products, processes, and technology. This initiative reduced operational complexity, enhanced scalability, and aligned systems and processes with strategic goals. The outcomes included cost efficiencies and improved collaboration across business units.

My role requires an ability to engage with diverse teams, integrate feedback, and drive large-scale initiatives to completion. By leveraging my extensive consulting experience, I’ve been able to influence strategic decision-making, facilitate cross-functional collaboration, and contribute to Sanlam’s mission of delivering superior financial solutions.

As an Associate Director at PwC, I gained over 17 years of experience delivering strategic consulting, leading transformation programs, and managing complex projects for financial services clients. A significant part of my role involved leading the Risk Consulting team, where I developed and implemented innovative risk management strategies to address regulatory, operational, and strategic challenges.

I specialized in designing and implementing Target Operating Models (TOMs) to optimize processes, enhance customer experiences, and align operations with business objectives. Collaborating with C-suite executives, I delivered solutions that simplified complexity, improved efficiency, and positioned clients for sustainable growth.

One of my most impactful contributions was leading the "What Customers Are Willing to Pay for Financial Advice" study in South Africa. This project provided transformative insights that redefined pricing and engagement strategies for the financial services industry. My leadership on this initiative earned the prestigious PwC Africa Experience Award in 2017.

As the leader of the Risk Consulting team, I guided clients through regulatory changes, established governance frameworks, and supported large-scale transformation efforts to balance compliance with value creation. I also managed business simplification initiatives that reduced complexity across products, processes, and technologies, driving cost efficiencies and scalability.

Throughout my tenure, I combined strategic vision with hands-on execution, effectively managing stakeholder relationships and fostering cross-functional collaboration. My ability to deliver measurable outcomes helped clients navigate challenges and achieve their strategic objectives while reinforcing PwC’s reputation as a trusted advisor in financial services.