CRM Program Manager - perm in Banking

Are you exceptional in Heading up multi-year CRM transformationprogram within a Banking & Finance environment?

If so, this could be the career opportunity for you !!

We are looking for a CRM Program Leader, working closely with team leads in the transformation of the banking business to drive business results by enhancing customer engagement and loyalty, which ultimately drives revenue. This role involves understanding customer needs, managing CRM platforms, developing strategies, and leading teams to achieve organizational goals.

CRM Program Manager - perm in Banking

• End-to-end accountability and Business Engagement
• Serve as single point of contact for all of business and operation needs and a liaison between the technology development, business and operation groups.
• Prioritize requests and define Program Roadmap with business and operations.
• Take overall responsibility for preparing the organization to deliver the program in line within agreed governance, budget, scope, milestones, quality and process adherence parameters.
• Stakeholder Management: Manage all stakeholders required for program (e.g., Business, Technology, Operations, Compliance, etc.) to ensure the end to end delivery of the program.
• Collaborate with Business or Operations Program Manager to create Investment Proposal and Project Plan documents, including high-level requirements and business requirement document (BRD).
• Prepare a high-level solution as part of investment proposal to illustrate the feasibility of achieving the business needs including diagrams outlining the nature of the solution.
• If the solution is technically complex or proposes new technology, consult the architecture and technology team for advice or technology roadmap direction.
• The high level solution should be consistent with the technology roadmap.
• Define and implement a post go live support model.
• Participate in overall project governance with key stakeholders.
• Review and sign-off key deliverables (e.g., BRD, Test Plan, FSD, Test Reports, Finance Planning…).
• Overall accountable for providing T&O resources to execute program.
• Jointly accountable for program plan, budget/project finance, risks and stakeholder management with Business Program Manager.
• Manage the project budget, expenses, allocations to BUs and regional entities.

In return for this excellent career opportunity, we ask that you have the following:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience managing CRM Programs with Omni Channel Servicing e.g. CASA, Cards, Loans (Secured/Unsecured), Wealth & Investment.
• Experience in MS Dynamics or any CRM platform that is used for Assisted Channels staffs would be a strong plus.
• Experience in scoping and evaluation – defining overall considerations, including scalability, maintainability, cost, operations and technology principal risk to provide a recommendation.
• Having experience in Digital Servicing Transformation with working knowledge of Lean/Agile principles/practices and getting actionable insights using data will be a plus.
• Excellent stakeholder management and communication skills.
• Strategic forward-thinking approach to challenges with outstanding influencing, negotiating and persuasion skills.
• Critical Thinking, Strong quantitative, analytical, problem solving and process design skills that can translate analysis into actions that meet business objectives.
• Passionate, diligent individual with ability to thrive in ambiguity.

If this speaks to you and you are ready for a new challenge, please send your Resume in MS word format to [email protected]

Even if you are not interested, you can still park your CV with us for other Banking IT related positions or forward this Advertisement to your counterparts with the relevant Banking IT related experiences I am looking for.

We Seek to:

• Understand your personal circumstances, needs and ideals
• Present your credentials to our clients only with your permission
• Strategize and consult with you

Your application will be kept with the strictest of confidence.

MOM EA License: 24S2572

Registration ID: R1114115