Role : CRM solution Manager

Position : Project Manager, Solution Delivery Group

Supervison : Head Direct Channels - Solutions Delivery

Location : Mumbai

Minimum Academic Qualification : Graduation

Minimum Experience in relevant field : 5 to 7 years

Expected CTC : Negotiable

Purpose :

- Person will be responsible for a full range of activities which ensure the operational effectiveness and excellence of the business unit.

- Will design and document workflow and make appropriate recommendations that will positively impact operational effectiveness.

- As a project manager, will lead a number of key projects for the business unit.

- As a business analyst, will be the functional expert on the specified application(s).He/she will be the sole point of contact between the business unit and Information Technology's Team.

Essential Duties :

Project Management: Business Analysis and Reporting and Quality Assurance and Testing

Job Qualifications :

Core Competencies

- Analysis and Reporting

- Business Planning and Management

- Communication and Presentation

- Process Documentation

- Champion for Change

- Information Technology Proficiency

- Leadership

- Problem Solving and Decision Making

- Technical Industry and/or Domain Expertise

- Results-oriented; able to work independently as well as in a team

- Excellent oral and written communication skills

Preferred Domain Exposure :

- Functional & Technical knowledge of Customer Relationship Manager Application.

- Experience in implementation of CRM application in BFSI sector

- Project Implementation for BFSI Sector

- Understands processes and solutionises process flow in the application as per business requirement

- Core Banking experience preferable

- Retail Banking and Direct Channels exposure preferable.

Work Experience :

- Minimum 5 to 7 years of experience in relevant fields such as Retail Banking, Direct Channels, Customer Relationship manager Applications.

- Experience in Direct Channels including but not limited to CRM implementation.

- Basic experience working with Excel and developing and maintaining various analyses and reporting tools.

- Proven ability to bridge technology and business goal to provide productive solutions to the required stake holders.

- Experienced in interfacing with key business units including Product, Operations, Vendor Management and Technology Research

- Excellent communicator with emphasis on building strong relationships of IT and Operations personnel.

- Quick learner who can rapidly adapt to emerging technologies.

Additional Skills :

- Advanced skills in Microsoft Office applications, specifically Outlook, Word, Excel, Power point.

- Knowledge of MS Project.

- Technical knowledge would be an added advantage

Detailed skill set expected :

Project Management :

- Takes assigned project from original concept through final implementation. Defines project scope and objectives and publishes project status.

- Align with Business and IT teams and comply with Organizational standards

- Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reporting of issues that impact project progress, coordinating actions, and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements) .

- Conducts project meetings with teams and stakeholder and management to review project deliverables and deadlines.

- Provides single point of contact for assigned projects and coordinates interaction and communication during cross functional programs

- Assists in identification and assignment of internal resources and external contractors to meet varied project requirements.

- Manages the process documentation and drives process adherence.

Business Analysis and Reporting :

- Works with appropriate personnel to allocate personnel time to project tasks and to track progress of their work.

- Assesses and prepares to address the operational impacts, workflow, training issues of a project.

- Reviews, analyzes, and creates detailed documentation of business systems and user needs, including workflow, program functions, and steps required to develop or modify computer programs.

- Coordinates the development of all approved versions of business and functional specifications for specified applications.

- Reviews use cases and other technical documents with IT project staff to ensure business requirements are adequately reflected in technical planning documents.

- Prepares routine reports relating to the specific projects ongoing.

- Manages training for the new product or process implementation and identifies any training needs with respect to process change or product launch.

- Actively participates in development of training material and process maps for all the change requests managed.

Quality Assurance and Testing :

- Acts as a test lead for all small and big projects and manages the end testers for all UATs

- Should provide support on test scripting, resource allocation and tracking for all UATs to closure.

- Displays leadership needed to instill a team-oriented, client-driven, results-driven team. Coaches and develops the testing resources reporting.

- Defines, develops and implements quality assurance practices and procedures, end user test plans and other QA assessments.

- Ensures that all tests are conducted and documented according the standards agreed upon by the business unit and IT.

- Manages specific application quality assurance and query resolution activities including the tracking of bug reports and change requests and ensuring their timely resolution.

- Responsible for the overall success of testing, including results verification and release sign-off.

- Coordinates groups of business personnel who test, evaluate and validate new functions and applications, and identify issues in software or services.

- Ensures continuing operational quality by documenting bug fixes and enhancements assigning tasks to developers, testing and releasing updates.

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