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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