Solution Architect - BPO CRM Solutions

Overview of required role

A Solutions Architect specialising in Business Process Outsourcing (BPO) CRM Solutions (Front and Back Office). Primarily responsible for the design, costing and documentation of Front and Back Office CRM BPO solutions in their particular area of industry expertise.

Business Process Outsourcing combines process, people, and technology transformation with an outsourced delivery model to create significant client business value. Our Front and Back Office CRM BPO solutions are intended to allow clients to gain transformational benefits and excellence by accessing our process and technology expertise, as well as our established global delivery network, that provide innovation, scale, and leverage that cannot be obtained within the walls of their own organization. The outsourcing model to support these services builds on a proven three-tier - best shoring- delivery architecture that provides a flexible, scalable, and leverage-able network of people, applications, and infrastructure to support the varying needs of large, complex, multinational companies.

Job Description:

These roles report directly to the CRM and Industry Verticals Solution Practice Leader. As part of proposal development, you will be responsible for leading and designing CRM (Sector specific) solutions for Concentrix existing or prospective clients. In this capacity, you will often manage ad-hoc solution/proposal teams bringing together experience from across the different areas of the Concentrix business. Beyond this coordination role, it is however important to note that this role is a very hands-on role which will require your personal contribution to the detailed design of the proposed solutions, in particular with respect to the solution elements requiring expertise in the following areas : business processes, work transition from clients to Concentrix and outsourcing operations.

Solution development covers the following areas:-

- Understanding of client requirements and scope definition

- Development of high level business case scenarios

- Definition of the proposed service delivery model (incl. technical architecture, governance, organization design etc.)

- Evaluation of transformation potential and savings

- Transition strategy definition and planning

- High Level business case scenarios creation or Business Case development

- Costing of the overall solution

- Coordination with various functions to develop the overall proposition

The Front and Back Office CRM Solutions Architect will be required to have a broad experience of their SECTOR along with significant experience in at least two of the following process areas;

- Business Process 1

- Business Process 2

- Business Process 3

- Business Process n

Leadership skills:

The person in this role will also be expected to provide process expertise and leadership to Geo Delivery Process Leaders/Architects to enable service delivery teams to deploy best practice vision and advise recommended changes/process improvements to migrate clients to a standardized/optimized global process design.

Client Interaction:

The role will require regular interactions with prospective clients, in the form of workshops, meetings etc. You should be able to present a solution clearly and concisely to a prospective client while visibly articulating the value the solution brings forth. Although these roles are not strictly speaking Business Development roles, they form an integral and key part of the sales team assigned to a specific deal. Depth of client business environment /solution understanding/ articulation is required. The ability to lead and facilitate client conversations and positively manage a job shadowing /data gathering/ information analysis. You should have a strong acumen to probe information and translate limited data to meaningful context / quantitative numbers

Product and Tool orientation:

Working knowledge to understand what tools could be deployed for various Scenarios (Industry specific processes, Lob- s,). Derivation of cost benefit Analysis and judgment on best case scenario to bring out benefits/ value proposition

Demonstrated Domain Solution writing:

Technical writing for the given domain/ Value proposition articulation along with an ability to integrate responses from IT, transition etc. to a unified message across sections to reflect a connected proposal. You should have strong negotiation skills and an ability to interact with legal and imparting concept and context knowledge to write, develop and work on an optimal SoW/MSA.

The role will have regular travel.

Experience: (M=Mandatory, H=Highly Desirable)

1. Industry knowledge

- 5 years + in their specified Sector.

2. Solution design

- Practical experience of designing or delivering CRM Solutions, usually focused around a Back Office, and/or associated front office/call centre where relevant to the process (H)

- Market insights/trends and competitive landscape, specifically around the technology applied ie Process Automation / Straight Through Processing (H)

- Knowledge of process modeling and Six Sigma experience a plus (M)

- Ability to develop solutions within a complex operational environment (H)

- Practical Experience of managing business transformation with demonstrable improvements in process (H)

- Proven knowledge of transition management and the ability to execute large scale transitions of work process to separate businesses or locations (M)

3. Communication and Consulting skills

- Strong leadership and communication skills required (will participate in senior finance sales activities) (H)

- Strong Project Management Skills (H)

- Experience with interfacing with senior banking executives, in sales, products and operations, across multiple companies required, and in several countries (M)

- Strong team management/networking abilities bringing together groups from different areas of the business(H)

- Proven knowledge of transition management and the ability to execute large scale transitions of work process to separate businesses or locations (M)