Crm Technical Consultant

Key Responsibilities:

CRM Implementation & Technology Management

• Configure, implement, and maintain CRM workflows, modules, and automation for

  Retail Banking, Cards, Loans, Payments, and Trade Finance operations

  .
• Integrate CRM platforms with

  core banking systems, digital channels, and third-party applications

  .
• Ensure

  data integrity, compliance, and security

  within CRM systems in line with

  regulatory standards

  .
• Build dashboards, reports, and analytics to track

  customer interactions, sales performance, and service KPIs

  .

Customer Engagement & Operations

• Map

  customer journeys

  and identify operational bottlenecks for CRM optimization.
• Implement solutions to improve

  customer onboarding, retention, upselling, and cross-selling

  initiatives.
• Monitor and manage escalations through CRM, ensuring

  SLA adherence and timely resolution

  .

Project Management & Process Improvement

• Lead

  CRM projects

  leveraging

  Lean, Six Sigma, and Agile methodologies

  .
• Conduct

  root cause analysis

  and identify process gaps to reduce operational risk.
• Partner with stakeholders to align CRM initiatives with

  strategic business goals

  .

Reporting & Analytics

• Create

  performance dashboards

  and reports for CRM adoption, customer satisfaction, and operational efficiency.
• Analyze escalation trends and customer feedback to provide

  actionable insights

  to senior leadership.
• Track KPIs, CRM adoption, and ROI of CRM initiatives for continuous improvement.
  

Team Leadership & Stakeholder Management

• Mentor CRM and operations teams to drive adoption, efficiency, and service excellence.
  
• Collaborate with

  business users, IT, and vendors

  for seamless CRM operations.
• Conduct

  training sessions and workshops

  to improve CRM knowledge and compliance across teams.

Qualifications & Skills:

Education:

• Bachelors or Master’s degree in

  Banking, Finance, IT, Computer Science, or related field

Experience:

• 5–8 years of

  CRM and customer support experience

  , preferably in

  banking or financial services

• Hands-on experience with

  CRM platforms

  (Salesforce, Microsoft Dynamics, Zoho, Oracle CRM, etc.)
• Knowledge of

  banking processes, cards, payments, loans, and trade finance operations

Technical Skills:

• CRM configuration, workflow automation, and reporting
  
• Integration with

  core banking and digital systems

• Proficiency in

  Excel, Power BI/Tableau, SQL

  or other reporting tools
• Familiarity with

  ticketing systems (JIRA, ServiceNow)

  and ERP systems

Soft Skills:

• Strong

  analytical, problem-solving, and critical thinking

  abilities
• Excellent

  communication and stakeholder management

• Team leadership and mentoring capabilities
  
• Customer-focused mindset with operational excellence
  

Preferred Attributes:

• Lean Six Sigma or process improvement certifications
  
• Experience handling

  high-volume escalations and customer complaints

• Ability to drive

  digital transformation initiatives

  and CRM adoption
• Knowledge of

  regulatory compliance and risk management in banking

Key Performance Indicators (KPIs):

• CRM adoption and utilization
  
• Reduction in customer complaints and escalations
  
• Operational efficiency improvements through CRM automation
  
• Customer satisfaction (CSAT) and Net Promoter Scores (NPS)
  
• Timely completion of CRM projects and enhancements