Subject Matter Expert - CRM Workflows

You are seeking a Subject Matter Expert (SME) in CRM Workflows to lead the design and implementation of automated workflows for banking operations. Your responsibilities will include: - Leading the design, configuration, and deployment of automated workflows within the CRM system for banking operations. - Collaborating with stakeholders to map existing processes and optimize them through workflow automation. - Ensuring seamless integration of CRM workflows with core banking systems, contact center solutions, and digital banking platforms. - Defining and implementing role-based access controls, approval hierarchies, and case management processes. - Working on customer onboarding, account maintenance, KYC, loan processing, dispute resolution, and service request automation. - Ensuring compliance with banking regulations, data security policies, and audit requirements. - Leveraging AI-powered automation, predictive analytics, and rule-based triggers to enhance process efficiency. - Overseeing testing, user acceptance, and training to ensure a smooth transition to automated workflows. - Continuously assessing and refining workflows to improve efficiency, accuracy. Qualifications required for this role: - 5+ years of experience in CRM workflow implementation within banking or financial services. - Hands-on expertise with CRM platforms (Salesforce, Microsoft Dynamics, Pega, or equivalent). - Strong knowledge of workflow automation, business process modelling (BPM), and case management. - Experience in multi-country, multi-currency banking operations. - Understanding of compliance frameworks, risk management, and regulatory reporting. - Hands-on experience with API integrations, RPA, and AI-driven process automation. - Strong stakeholder management and training experience. - Certifications in CRM platforms (Salesforce, MS Dynamics, Pega, or equivalent). - Experience in AI-driven process automation and digital banking transformation. Please note that the above job description is sourced from hirist.tech.,