CRM Functional Lead

Role & responsibilities

• Engage with business stakeholders to elicit business requirements, translate to system

requirements and conduct t-gap analysis with CRM functionalities.

• Work with business analysts for creation of user stories with required artifacts and

collaborate with stakeholders for user stories feedback review and sign-o.

• Leverage knowledge of insurance domain processes and system requirements for design of

CRM system functionalities (eg in Lead Management, Policy Servicing, Claims Processing,

Renewals, Customer 360).

• Collaborate with technical architects and SPOCs to analyse and document integration

requirements and data mapping with core systems (eg PAS, DMS, EDW) and third-party

services (eg NSDL, KARZA, CKYC).

• End-to-End Functional support over the entire SDLC Lifecycle for seamless project delivery

including solution design, development, integration, testing, rollout and hyper-care.

Quali cations:

• 8-12 years of business analysis experience, with proven experience in delivering CRM

solutions in the insurance domain (preferably life insurance) in India.

• Strong expertise in CRM system requirements & data model, customer-facing processes

and integration requirements for insurance sector organisations.

• Should have experience in implementing dierent type of service requests (eg alterations,

payout, reinstatement) and related automations and integrations.

• Good knowledge in Microsoft Dynamic CRM features and con guration capabilities and

certi cations will be preferred.

• Should have skill in project methodologies (Agile, Hybrid) and project management tools (eg

JIRA, MS DevOps).

• Leverage AI-enabled tools/platforms to accelerate solution delivery.