Augustine Mbanefo

Digital Transformation Project
Supporting a major digital transformation programme, modernising core business processes using Microsoft Dynamics and Power Apps.

• Conducted structured analysis to identify operational inefficiencies and redesign end-to-end processes aligned to strategic objectives.
• Translated business needs into clear, prioritised requirements, user stories, and acceptance criteria for agile delivery teams.
• Worked closely with technical teams to ensure solutions were scalable, user-centric, and future-proof.
• Managed senior and operational stakeholders, building consensus on scope, priorities, and change impacts.
• Defined KPIs and benefits realisation measures to track post-implementation value and business readiness.

Key Outcomes:

• 25% increase in operational efficiency.
• 30% reduction in manual processing through redesigned workflows.
• Improved management information accuracy and reporting.

Enterprise Asset Management – HxGN EAM Implementation
Played a key role in a large-scale enterprise transformation programme implementing a new asset management platform.

• Led discovery workshops and stakeholder interviews to define current-state issues and future-state process models.
• Designed and documented end-to-end business processes, ensuring alignment between business strategy and system capability.
• Produced detailed requirements, user stories, and traceability matrices to support controlled delivery.
• Acted as the bridge between business and technology teams, ensuring clarity of scope and readiness for change.
• Supported training, adoption, and transition activities to embed new ways of working.

Key Outcomes:

• 25% improvement in operational efficiency.
• 40% increase in user adoption and confidence.
• Delivered ahead of schedule with high stakeholder satisfaction.

Salesforce CRM, eCommerce & Digital Platforms (Kentico CMS)

• Delivered multiple digital initiatives with Salesforce as the core CRM and system of record, integrating customer, contract, and transactional data across platforms.
• Led business analysis activities for the redesign of a large-scale eCommerce platform, ensuring seamless alignment with Salesforce data models and customer records.
• Elicited, documented, and base-lined business and system requirements, maintaining full traceability from business outcomes to Salesforce-backed solutions.
• Collaborated with UX/UI designers to define user journeys and personas driven by Salesforce customer insights.
• Worked closely with Salesforce administrators, developers, and solution architects to ensure configuration and integrations supported future scalability.
• Managed risks, dependencies, and change impacts, supporting business readiness for Salesforce-enabled releases.
• Supported UAT and SAT with a strong focus on Salesforce data integrity, workflows, and reporting accuracy.

Salesforce CRM – NEC Digitisation & Contract Management (COTS / SaaS)

• Led organisation-wide digitisation initiatives with Salesforce as the primary CRM and central database underpinning all customer and contract data.
• Defined high-level and detailed requirements to support RFP, vendor selection, and Salesforce-aligned solution design.
• Designed end-to-end workflows and process maps with Salesforce objects, data structures, and integrations at the core.
• Worked closely with Salesforce technical teams to define functional and non-functional requirements, reducing design and rework effort.
• Produced delivery documentation (PDDs, SDDs) aligned to Salesforce-driven architecture.
• Ensured GDPR compliance across Salesforce and integrated platforms.
• Improved Salesforce data quality and reporting accuracy through root-cause analysis and process redesign.

Achievements:

• Delivered GDPR documentation ahead of schedule.
• Cut manual processing time by 25%.
• Played a key role in selecting the right-fit vendor.

Salesforce CRM – Lightning Upgrade & CRM Enhancement

• Led the upgrade of the organisation’s Salesforce CRM from Classic to Lightning, enhancing usability, security, and performance.
• Mapped and redesigned business processes directly within Salesforce Lightning, aligning operational needs to Salesforce capabilities.
• Defined functional specifications, user stories, and acceptance criteria for Salesforce configuration and enhancements.
• Managed stakeholder engagement and sign-off across business units reliant on Salesforce as their primary CRM.
• Defined Salesforce user roles, profiles, and access controls, strengthening data governance and compliance.
• Supported UAT and deployment, ensuring Salesforce stability and minimal disruption to business operations.

Key Achievements:

• Improved user productivity by 20% with streamlined Lightning workflows.
• Enhanced data governance through refined access controls.
• Delivered a seamless upgrade with minimal business disruption.

Digital Library & Knowledge Platforms

• Delivered multiple digital platforms with Salesforce as the core CRM and data repository, integrated with Kentico CMS.
• Managed Salesforce-backed product backlogs, epics, and user stories using Jira.
• Worked closely with Salesforce delivery teams to ensure data models, workflows, and reporting supported business needs.
• Facilitated agile ceremonies and acceptance testing with a strong focus on Salesforce functionality and data quality.
• Supported organisational adoption through Salesforce-enabled training materials and user guidance.

• Project: Claims Process Re-engineering - Evaluation of the current processes for claims that fall under the untraced drivers' agreement, and redesigning in order to minimize each claims lifecycle and reduce leakage