Project Lead – CRM | | Bank | Urgent Opening

From 5 to 10 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Job Title Project Manager - CRM

Department Service Xellence & Re-engineering (SXR - Banking)

Grade Senior Manager/AVP Location Mumbai – Malad Reporting To Project Manager - Service X’ellence & Re-engineering (SXR) A. POSITION PURPOSE Service excellence and Re-engineering initiatives embedment & execution in Enterprise CRM project for all Functional Units across the Bank. Primary Purpose: End-to-End Project Management & Ownership of projects related to Bank Vision, Strategy, Performance Excellence, Service Excellence, Business Excellence, Operations Excellence, Cost Management, Operational Risks, IT, Alternate Channels, Incident Management and Mass failure reduction Implementation and driving adoption of CRM (PAN India) for all related Modules- Lead Management, Case Management and Client 360 Actively engage with Units Heads & Stakeholders to understand requirements, provide dynamic solutions and lead project execution through CRM Use Structured methods & analytics to Deliver Results Enable Client 360 view to Bank teams for Client Servicing regardless of the interaction channel Revamp processes for seamless customer experience by enabling STP’s in CRM Initiating and implementing the integration of CRM platform with Channels Team Management & on project team management as well Work with different teams/business to ensure quality throughout the project development/ lifecycle Manage UAT and end-to-end testing for all developments under CRM Driving cost reduction initiatives Simplify client view pages for better understanding of Client Insights and help generate Business Opportunities Manage expectations & other related services offered by RBL Bank to resolve any queries B. KEY POSITION RESPONSIBIITIES Sr. Key Responsibilities Service & Operations 1 Identify and execute end-to-end case template creations for all the Banking Units across the Bank with regular interaction with stakeholders and deliver expected results. 2 Suggest workflows suitable for process execution, identification of alternate delivery mechanisms and recommendation of preferred approaches 3 Support system integration initiatives to deliver effective ways of Client Servicing 4 Simplify client view pages for better understanding of Client Insights and help generate Business Opportunities 5 End to End testing of Workflow requirements basis process requirement as per bank standard. Ownership of creating case tickets in CRM in-line with the process 6 Strengthen methodology of Service Delivery 7 Applying relevant tools and methodologies for Implementation of Projects and Application Development in CRM. Conduct Gap Analysis of process for understanding needs and requirement of clients and re-engineer process for customer experience 8 Design stage-wise customer communication & identifying areas of STP’s for simplified processes in CRM 9 Recommend and implement simplified processes through details analysis for Client Servicing 10 Ongoing monitoring, conducting audit of CRM Modules. Tracking of Ontime & First Time Right performance of Branch and Central unit SPoC’s basis criteria set by the bank 11 Work with units to build tracking systems, CRM reports, Scorecards, Ops Control and Service Quality efficiency, Cost, Customer Service and other metrics 12 Any other activity related to Project Completion with expected solutions C. QUALIFICATIONS AND EXPERIENCE REQUIREMENT Qualifications Essential Graduate Preferred Post Graduate Experience Essential Minimum 5 – 7 years of experience in Banking, Credit Cards or Financial Sector of working in CRM or related application of the bank Preferred Ability to structure, plan and execute projects and related activities covering various business areas Project analysis and delivery excellence in a banking change environment

Desired Candidate Profile

Perks and Benefits

Role:Head - Program / Project

Salary: Not Disclosed by Recruiter


Functional Area:Project & Program Management

Role Category:Other Program / Project Management

Employment Type:Full Time, Permanent


PG:MBA/PGDM in Any Specialization

Company Profile

Mount Talent Consulting Private Limited


Company Info
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Contact Company:Mount Talent Consulting Private Limited