Accenture - S&CS Services - CRM - SAP/SFDC

Profile/Role Description

- Develop business case, solution architecture and business models for implementation of CRM solutions. Strategize the change process and assist client in implementing an effective CRM/Banking Customer enagagement solutions

- Provide expert knowledge on business processes and process modelling related to CRM. CRM process knowledge for Financial Services Industry would be an added advantage

- Act as a mentor or SME for CRM solution, design including detailed, requirements gathering, functional specifications and implementation. Help train other resources in the practice to grow skill base

- Solution Design for functional areas like Customer management, Service Request Management, Knowledge Management, Upsell/Cross Sell, Service Dispute Resolution, Customer Retention.

- Collect, formulate, and disseminate best practices on solution positioning and delivery for customers and formulate into intellectual property to grow our practice and library of tools; pro-actively identify existing or pending knowledge gaps and act to address them

- Average of 50% travel required (can be more or less, depending on each project)

Basic Qualifications

- MBA or equivalent business Management degree from reputed institutions

- Should have domain knowledge and experience in BFSI especially in Retail Banking and Wealth Management

- CRM Functional Architect with dedicated 4-6 years of experience in CRM solution/design/implementation and experience in functional solution design

- Experience in multi-disciplinary design involving channels, people, process, policy, compliance/controls and technology

- Onsite Client Experience driving key activities like Requirements Gathering and driving solution workshops.

- Ability to drive the engagement with minimal supervisor involvement and should be able to work independently from onshore/offshore

- CRM functional certification like Salesforce.com, Oracle CRM, Microsoft Dynamics etc and digital project experience would be an added advantage

Roles/ Responsibility

- Extensive experience of hands-on roles leading and implementing CRM, specifically in the areas of solution or functional architecture, prescriptive business requirements assessment and solutioning, leading and coordinating solution design, and deployment across multi-dimensional team

- In-depth understanding of the capabilities and constraints of the CRM application is a MUST

- Good to have understanding or working knowledge on other CRMs; SAP, Microsoft Dynamics, Pega, Salesforce.co,

- Very strong communication skills and habits, demonstrating skills in sharing and explaining complex concepts, creative and pro-active thinking, and situational adaptation of these skills

- Ability to quickly connect business requirements to the functional capabilities of an application and assess the applicability of different product technologies to business problems

- Desire to be hands-on and in the field, guiding implementations and teams in creating the best solution and ensuring the success of that solution

- Must be creative, innovative and be able to work in a fast-paced environment with the ability to abstract detail into larger patterns, familiarity with user-centered analysis and evaluation techniques

- Full lifecycle experience from: solution definition, solution architecture definition to design, Implementation and Change Management of CRM Transformation

- Experience in executing CRM projects in Financial Services client would be desirable

Professional Skill Requirements

- Leadership quality.

- Excellent communications skills

- Effective presentation skills

- Ability to develop requirements based on leadership input

- Performance/Status reporting

- Problem Solving and Conflict Management

- Ability to work effectively in a remote, virtual, global environment