Program Manager

<p>Job Title Program Manager - CRM&nbsp;</p>
<p>Department Project Management Office (PMO)&nbsp;</p>
<p>Reporting to Head – Business PMO&nbsp;</p>
<p>Main Role (Overall Accountability)&nbsp;</p>
<p>Management of CRM Program.</p>
<p>Customer Relation Management (CRM) implementation Program is a strategic initiative of the bank.&nbsp;</p>
<p>The scope this program is to build CRM capabilities like Sales, Marketing, Service, Customer 360, unified&nbsp;</p>
<p>front end for branches, call center and direct sales. This program will cover all lines of business including&nbsp;</p>
<p>Retail and Corporate for both conventional and Islamic banking.&nbsp;</p>
<p>Principal Accountabilities&nbsp;</p>
<p>• Preparation of Program Plans, Budgets and Schedules&nbsp;</p>
<p>• Identifying, tracking managing and resolving project tasks and issues.&nbsp;</p>
<p>• Identifying, managing and mitigating program risks and continuously monitoring the same.&nbsp;</p>
<p>• Ensure that all PMO standards and the user requirements (stated as well as implied) are met.&nbsp;</p>
<p>• Ensuring Delivery of Program in agreed time, resources and budget&nbsp;</p>
<p>• Track the actual delivery and schedules of various projects running under the CRM implementation&nbsp;</p>
<p>program and timely report variances if any. Alert the right level of management of potential&nbsp;</p>
<p>overruns or schedule variances</p>
<p>• Define and manage the inter-dependencies within program and outside program.</p>
<p>• Proactively identify and report potential risks, inter-dependencies (within the CRM implementation&nbsp;</p>
<p>program or any other project ongoing in the bank) or pre-requisites that could impact the program&nbsp;</p>
<p>timeline or outcomes, develop and implement strategies to mitigate identified risks, ensuring&nbsp;</p>
<p>minimal disruption</p>
<p>• Conduct Change Control Board as needed to review and approve changes. Ensure there are no&nbsp;</p>
<p>scope creeps</p>
<p>• Develop clear change management guidelines from platform, process and people perspective.&nbsp;</p>
<p>• Drive the change management process with necessary controls defined</p>
<p>• Define and manage stakeholders within bank and outside bank&nbsp;</p>
<p>• Maintain open and effective communication with all stakeholders including executives,&nbsp;</p>
<p>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&nbsp;</p>
<p>the deliverables produced are acceptable&nbsp;</p>
<p>• Setting reasonable, challenging and clear expectations to project team. This includes providing&nbsp;</p>
<p>good performance feedback to team members&nbsp;</p>
<p>• Give due importance to Team building skills so that the people work together well, and feel&nbsp;</p>
<p>motivated to work hard for the sake of the project and their other team members.&nbsp;</p>
<p>• Ensuring Program Steering Committees and Project Working Committees meetings and adequate&nbsp;</p>
<p>Project reporting&nbsp;</p>
<p>• Document and Publish Program Progress report(s) in timely manner.</p>
<p>Official</p>
<p>This Document is classified as Official</p>
<p>• Assure completeness of all project related documentation as per banks standards and templates.&nbsp;</p>
<p>• 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&nbsp;</p>
<p>strategy</p>
<p>• Conduct Program Closure Meeting&nbsp;</p>
<p>• Suggest continuous improvements to Program Management framework, processes, and guidelines&nbsp;</p>
<p>• Train other staff on Program Management and handhold them.&nbsp;</p>
<p>&nbsp;</p>
<p>Competencies&nbsp;</p>
<p>• Should have at least 12+ years of experience in Program management, relevant to CRM&nbsp;</p>
<p>implementation in financial services&nbsp;</p>
<p>• Require good understanding of CRM functionalities&nbsp;</p>
<p>• Specific experience is required in implementation on in premises Microsoft Dynamics and Veripark&nbsp;</p>
<p>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;</p>