adebayoadetitun

Manage client engagements, including requirements articulation, analysis, process optimization, and re-engineering, as well as the development of go-to-market and business continuity strategies, and their execution. • Ensure timely and within-budget completion of Lagos State Public Procurement Agency’s e-procurement process re-engineering and portal automation projects and ensure resource availability and allocation. • Develop As-Is and To-Be Public Procurement lifecycle process maps, departmental workflows, and To-Be process flows and process narratives/documents using SIPOC. • Align Lagos State Ministry of Economic Planning and Budget’s business objectives with the Departmental Work Plan Optimization project goals, configure the Ministry’s work environment on ClickUp, and set up dashboards for visibility. • Develop WBS and define project scope and objectives, ensuring technical feasibility and involving all relevant internal stakeholders. • Create detailed project plans using Agile, DAD Framework, and SDLC to track and monitor progress. • Manage changes to project scope, schedule, and costs using appropriate verification techniques and project management tools and techniques to assess performance. • Lead business stakeholders through walkthroughs of requirements, test plans, and acceptance criteria to ensure alignment for the CIG Website Development project. • Formulate recommendations and solutions based on clients’ requirements, capabilities, and limitations. Present findings and recommendations with ample justification and actionable initiatives.

• Ideated, selected, and implemented an omnichannel helpdesk for customer support, saving ≈ ₦28 billion in potential sanctions. • Integrated all support channels (email, live chat, Twitter, Instagram, Facebook, WhatsApp, mobile app - ALAT, website, and mobile stores) into the helpdesk for centralized case management. • Integrated helpdesk with RPA BOT to auto-log disputes and resolve transaction related queries. Developed webhooks and REST APIs for advanced helpdesk automations. • Integrated a customer-facing bot into support channels and the ALAT banking application to improve resolution time and customer satisfaction. • Ideated, re-designed processes, and implemented a cash movement portal. • Implemented an in-house Cards Management Portal solution, including pain point crystallization, requirement elicitation, BRD & FRD development, prototyping, UAT script development, QA testing, and deployment to live environment. • Conceptualized and drafted the first Service Recovery Framework and implemented & cascaded it bank-wide to improve customer-centric culture and CX. • Converged Wema and ALAT cards in-app, allowing traditional account holders to request cards in-app and avail self-service functionalities in-app.

• Optimized end-to-end E-Business processes for Cards, ATM, and POS systems, with cost savings of ≈ ₦500 million. • Redesigned the E-Business operational and departmental structure to streamline workflows and eliminate redundancies, leveraging BPM best practices. • SLA amendment / downward review of card processing cost with 3rd party processors • Cost reduction by process redesign for pre-personalized embossed ATM cards