CRM SYSTEM IMPLEMENTATION:

• Lead the comprehensive planning and execution of the CRM system implementation, starting from the ground up.
• Conduct a thorough needs assessment to identify the bank’s specific requirements, objectives, and key functionalities needed from the CRM system.
• Collaborate closely with cross-functional teams, including IT, operations, marketing, and customer service, to gather input and ensure alignment with organizational goals.
• Engage with external vendors and consultants to evaluate best practices on CRM usage, considering factors such as scalability, customization options, integration capabilities, and cost-effectiveness.
• Oversee the customization and configuration of the chosen CRM platform to meet the bank’s unique business processes, regulatory requirements, and branding guidelines.
• Reengineering process flows to deliver on STPs and restrict handoffs on a process flow
• Bring standardization of process as an element to implementing workflows in order to minimize human intervention and enable multi-taking for back-office operations
• Develop a detailed project plan outlining timelines, milestones, and resource requirements for each phase of the implementation process.
• Coordinate data migration efforts, ensuring the seamless transfer of existing customer data from legacy systems or databases into the new CRM platform.
• Facilitate user training sessions and workshops to familiarize employees with the new CRM system, covering topics such as data entry, reporting, dashboards, and workflow automation.
• Implement robust testing and quality assurance processes to identify and resolve any issues or discrepancies before the system goes live.
• Monitor the implementation progress closely, proactively addressing any challenges or roadblocks that may arise, and adjusting plans as needed to stay on track.
• Develop post-implementation support procedures and protocols to provide ongoing assistance to users, troubleshoot technical issues, and optimize system performance.
• Evaluate the success of the CRM implementation against predefined metrics and objectives, seeking feedback from stakeholders and end-users to inform future enhancements and iterations.

ROLE PURPOSE:

• The Head of Customer Relationship Management (CRM) will be responsible for leading the implementation and management of CRM initiatives across the bank.
• This role requires a strategic thinker with strong leadership abilities and a deep understanding of CRM systems and best practices.
• The ideal candidate will have experience in building CRM systems from scratch and driving customer-centric strategies to enhance customer satisfaction, retention, and loyalty.

SPECIALIST SKILLS / TECHNICAL KNOWLEDGE REQUIRED FOR THIS ROLE:

• Bachelor’s degree in business administration, marketing, or a related field; advanced degree preferred.
• Minimum of 15 years of experience in CRM management or related roles within the banking or financial services industry.
• Proven track record of successfully implementing CRM systems and driving customer-centric strategies, preferably Microsoft Dynamics.
• Strong leadership and communication skills, with the ability to influence and collaborate across departments.
• Proficiency in CRM software and design, data analytics tools, and Microsoft Office Suite.
• Knowledge of regulatory requirements related to CRM, data privacy, and customer communications.
• Strategic mindset with a focus on innovation, problem-solving, and continuous improvement.
  Job ID 300002335641368