Manasi Wagh

GS1 Australia is the leading provider of standards and solutions for over 25 industry sectors.

Best known for the barcode, named by BBC as one of "the 50 things that made the world economy".

Role: Lead functional consulting and delivery across D365 ecosystem and enterprise platforms.

Key Achievements:

• Configured and optimised D365 Customer Service Hub, enabling structured case management and improved customer support operations.
• Introduced Power Automate workflows to trigger notifications, follow-ups, and case updates, reducing turnaround time and manual handling.
• Enabled AI-driven support capabilities (Copilot, agent assist) to improve agent productivity and quality of customer interactions
• Led end-to-end optimisation of Accounts Receivable processes in D365 F&O, improving billing accuracy, collections visibility, and cash flow tracking.
• Established a connected customer journey across finance and service, linking billing, payments, and support cases—improving issue resolution and customer transparency.
• Reduced customer disputes and resolution time by aligning AR data with CRM case management.
• Automated customer account statement generation and distribution, reducing manual effort and improving timeliness of customer communications.
• Enabled data-driven insights across customer accounts, supporting better decision-making for collections and service teams
• Acted as SME across D365 F&O, CRM, and Power Platform, advising on solution design and best-practice use of out-of-the-box capabilities.
• Implemented a Release Management Framework, improving governance and reducing deployment risk.
• Designed and implemented integrated workflows between D365 F&O (AR) and CRM, enabling a unified view of customer financial and service interactions.
• Led cross-functional delivery (onshore/offshore teams), aligning business stakeholders, developers, and product teams.
• Improved user adoption through workshops, demos, and training, increasing engagement with new processes and systems

Hinkler is a publishing company who has had a successful ERP D365 implementation. I have been working on this project with the team as an inhouse functional consultant since October 2022.

Role: In-house functional lead for end-to-end D365 ERP implementation and stabilization.

Key Achievements:

• Played a key role in end-to-end ERP implementation, from requirements gathering through to post-go-live stabilisation.
• Led UAT, data migration, and system configuration, ensuring successful deployment of D365 F&O.
• Redesigned business processes across finance, procurement, and supply chain, improving operational efficiency.
• Developed and delivered training programs and learning portal, accelerating user adoption across the organisation.
• Partnered with implementation vendor (HSO Consulting) to align business requirements with scalable system design.
• Stabilised post-implementation environment, resolving BAU issues and optimising workflows.
• Influenced materials planning improvements, driving better alignment between system capability and business needs.

Spark moved from using SAP for 25 years to Microsoft D365. The ERP Implementation was one of the most complex projects I have worked on. We worked with different stakeholders from the business and the implementation partner, Infosys to understand the business impacts, requirements.

Role: Delivered ERP transformation as part of large-scale migration from SAP to D365.

Key Achievements:

• Contributed to large-scale ERP transformation, replacing a 25-year legacy SAP system with D365.
• Supported go-live delivery during COVID lockdown, ensuring continuity of a business-critical program.
• Collaborated with Infosys and solution architects to translate complex business requirements into system design.
• Led UAT across finance, supply chain, HR, and billing, ensuring system readiness and quality.
• Developed process maps and user journeys, improving clarity and alignment across stakeholders.
• Enabled cross-functional alignment across business, technology, and data teams.

• Designed and delivered enterprise-wide training programs, supporting ERP transformation readiness.
• Developed structured training materials and self-service content, improving knowledge accessibility.
• Built a Power App to manage training scheduling, improving operational efficiency.
• Supported UAT and process understanding across multiple business functions.

Key Achievements:

• Delivered high-quality customer support and technical troubleshooting, improving customer satisfaction.
• Identified and escalated fraudulent activity (~$5K), demonstrating strong analytical and risk awareness.
• Built strong capability in customer communication, problem-solving, and service delivery.

• Built and managed an end-to-end e-commerce business, including website, billing, and supplier network.
• Negotiated with 30+ suppliers, improving cost margins and operational efficiency.
• Led recruitment and operations, managing staff and delivery logistics..
• End to end recruitment of staff – advertising, interviewing, training, and managing employees.

Key Achievements:

• Assessed and underwrote policies, ensuring risk-appropriate pricing and compliance.
• Supported internal stakeholders with product knowledge and advisory, improving service delivery