Senior Manager-CRM (SD)_AVP-I

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 RESPONSIBILITIES OF THE ROLE

• 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.
• 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.
• 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.
• 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.
• 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

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

BE/Bsc./BCA

Experience

Must possess a minimum of 8 years of relevant working experience

Certifications

• PMP, Prince2, ITIL

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.