Senior CRM Manager

POSITION DESCRIPTION

JOB TITLE Senior Manager-CRM(SD)

GRADE AVP-I

DEPARTMENT Information & Technology

LOCATION HO(Bengaluru)

TYPE OF POSITION Full-time

REPORTS TO Head-CRM

ROLE PURPOSE & OBJECTIVE

1. To engage with the user department in providing client onboarding solutions in CRM by documenting accurately and elaborately the requirement and assessing the best suitable approach to deliver the changes/solution within the expected timeline, cost and quality in compliance with the regulatory and internal process.
2. Work with the viewpoint of developing business solutions to acquire customers on the digital platform and creating new business models.
3. Establish processes and mechanisms designed to ensure consistently high service performance.
4. Identify process improvements to make the onboarding process more scalable and reduce the time to value for both customers and the bank.

 

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

1. Business/ Financials

 

1. Engage with the User department.

• Engage and familiarize with key persons in the Client onboarding team.
• Calendarize the meeting with the User departments team through formal meetings/emails /informal calls.
• Keep the User departments informed of the status of the project/changes/solutions regularly.
• Assist the User departments to be ready to carry out basic user testing on changes in the UAT environment along with the QA team.
• Provide all necessary information and update on the requirements to the user department to assess and implement their internal process accordingly.

 

1. Information gathering& assessment for IT solution

• Engage with the User department and understand new business requirements.
• Assess the new requirements and segregate them into changes in the existing application, new solutions, and additional development.
• Discuss all the information gathered with the Head Solution Delivery -CRM to arrive at the key business requirements or change requests.
• Review the information gathered to do the first level of technical feasibility in coordination with the architecture and product teams.
• Engage with the architecture team and understand the viability of the solution being developed internally or externally and estimated timelines.

 

1. Assess & identify the appropriate solution.

• Assess the business requirement and explore available options.
• Engage with the architecture team to understand the ability to develop the application internally.
• Engage with various stakeholders to identify the best option to implement the regulatory requirement within the prescribed timeline.
• Prioritize the changes depending on the effort and urgency and put up to the team lead for approval
• Conduct each business solution's cost and time viability and devise the optimum solution.
• Discuss with Head Solution Delivery- CRM before exploring the option to scout for readymade solutions in the market.

 

1. Customer (Both Internal & External)

 

1. Selection & finalization of vendor

• Scout & scan the market for vendors providing the required solution.
• Use the network to identify the nearest matching solution for the user requirements.
• Contact all vendors for the specific project and have an initial discussion on the scope, timelines and cost.
• Arrange and schedule vendor presentations to the Solution Delivery group and Treasury department.
• Review the project presentations of the multiple vendors and do an initial screening of the vendors.
• Arrange for the final presentation by the selected vendors to the relevant authorities for final scrutiny & selection.

 

1. Management of stakeholders

• Engage with the CRM/change management architecture team to assess the progress against the projected timeline.
• Engage and confirm with the QA team to have the UAT /regression testing completed.
• Collaborate and assist the architecture team in fixing any bugs post movement of changes to the production environment
• Monitor and follow up with the architecture team to resolve post-production challenges and measure responsiveness.
• Engage with the User departments to obtain their feedback on the efficacy of the new business solution/change request.
• Apply the feedback appropriately for further improvement.
• Propose solutions, opportunities, and recommendations for improvements basis the feedback received.
• Monitor day-to-day all the existing business solutions at each stage with the vendor and update Head Solution Delivery- CRM on the same and escalate for any issues.
• Engage with the architecture team for all applications/change management being developed internally.
• Create and publish an MIS for the User departments on key parameters status of each project/expected timelines/challenges, if any.
• Review the project schedule with senior management and all other staff that will be affected by the project activities

 

1. Internal Process

 

1. Preparation of business solution document.

• Act on all high-priority business and regulatory requirements and prepare the document within set timelines.
• Prepare and draft the document for the new business solution based on information gathered from the User departments.
• Create the document accurately and capture as much information as possible for further review.
• Amend the document for any further changes from the User departments.
• Arrange all necessary compliance and internal approvals.
• Create the base test scenario cases as part of the change requirement document.
• Prepare the document for the test cases for significant changes and solutions being bought and put it up for review.

 

1. Innovation & Learning

 

• Actively participate in the Delivery Manager community, sharing and re-applying skills and knowledge and bringing in best practices.
• Work on automation and innovation and thus make the process cost-effective.
• Work on training material for the new process implementation and identify any training needs concerning process change.
• Work actively on relevant individual certifications to enhance skill sets.

 MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

BE/Bsc./BCA

Experience

Must possess a minimum of 7 years of relevant working experience

Functional Skills

• Knowledge of various applications mainly CRM
• Good knowledge of Windows & MS Office
• A strong understanding of the current legal and regulatory environment is a must, and the ability to operate and be successful in such an environment
• Ability to consider and analyze various factors such as policies, practices and trends to make decisions, design plans, and develop tactics.

Behavioral Skills

• Excellent verbal and written communication skills
• Attention to detail
• Resourcefulness
• High personal integrity, uncompromising ethics 
• A proactive and positive approach to work and tasks
• Self-directed, extremely well organized, and thorough
• Strong interest in scrutinizing current processes, identifying improvements, and leading initiatives to bring about change