Subject Matter Expert - CRM

<p>Job Description&nbsp;</p>
<p>&nbsp;</p>
<p>Job Title Subject Matter Expert _CRM&nbsp;&nbsp;</p>
<p>Department Project Management Office (PMO)&nbsp;</p>
<p>Reporting to Head – Business PMO&nbsp;&nbsp;&nbsp;&nbsp;</p>
<p>Reported by Nil&nbsp;&nbsp;</p>
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<p>Main Role (Overall Accountability)&nbsp;</p>
<p>Subject Matter Expertise of CRM Program.</p>
<p>Customer Relation Management (CRM) implementation Program is a strategic initiative of the bank. The scope this program is to build CRM capabilities like Sales, Marketing, Service, Customer 360, unified front end for branches, call center and direct sales. This program will cover all lines of business including Retail and Corporate for both conventional and Islamic banking.&nbsp;</p>
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<p>Principal Accountabilities of Subject Matter Expert&nbsp;</p>
<p>• Advise in the Preparation of Program Plans, Budgets and Schedules&nbsp;&nbsp;</p>
<p>• Provide guidance of methods for Identifying, tracking managing and resolving project tasks and issues specific to CRM program&nbsp;</p>
<p>• Identifying program risks and continuously monitoring the same.&nbsp;&nbsp;</p>
<p>• Provide oversight for ensuring Delivery of Program in agreed time, resources and budget&nbsp;&nbsp;</p>
<p>• Define the inter-dependencies within program and outside program.</p>
<p>• Conduct Change Control Board as needed to review and approve changes. Ensure there are no scope creeps</p>
<p>• Develop clear change management guidelines from platform, process and people perspective.&nbsp;</p>
<p>• Define stakeholders within bank and outside bank&nbsp;</p>
<p>• Maintain open and effective communication with all stakeholders including executives, department heads, project managers and project team members</p>
<p>• Defining and collecting metrics to give a sense for how the program is progressing and whether the deliverables produced are acceptable&nbsp;&nbsp;</p>
<p>• Give due importance to Team building skills so that the people work together well, and feel motivated to work hard for the sake of the project and their other team members.&nbsp;&nbsp;&nbsp;</p>
<p>• Participate in Program Steering Committees and Project Working Committees meetings and adequate Project reporting&nbsp;&nbsp;</p>
<p>• Support in Vendor Management and Quality Assurance&nbsp;</p>
<p>• Maintain an end-to-end view of the detailed program plan, including timelines and milestones</p>
<p>• Ensure that the CRM implementation aligns with the bank's overall business objectives and strategy</p>
<p>• Participate and provide inputs in Program Closure Meeting&nbsp;</p>
<p>• Suggest continuous improvements to Program Management framework, processes, and guidelines&nbsp;&nbsp;</p>
<p>• Train other staff on Program Management and handhold them.&nbsp;</p>
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<p>Competencies&nbsp;</p>
<p>• Should have at least 12+ years of experience in Program management of CRM implementation in financial services.&nbsp;</p>
<p>• Specific experience is required in implementation on in premises Microsoft Dynamics and Veripark Solution in a bank&nbsp;</p>
<p>• Good banking domain knowledge with good understanding of and banking&nbsp;</p>
<p>• Expert level communication and Writing skills&nbsp;</p>
<p>• Good People Management and Collaboration Skills&nbsp;</p>
<p>• Logical Thinking&nbsp;</p>
<p>• Negotiation Skill to be able to navigate across multiple stakeholders&nbsp;&nbsp;</p>
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