Head Customer Relationship Management at Talenture

Job Objective:

• To provide leadership and subject matter expertise in relation to the CRM platform, Microsoft Dynamics 365, across the enterprise.
• This encompasses the provision of appropriate processes, systems, technical support, and governance thereby driving excellence across key elements of service delivery to customers of the Bank, ranging from performance to accountability.

Accountabilities:

• Lead the team in the formulation of CRM strategies and programs and ensure that they stay aligned with the business’s overall objectives.
• Lead the entire CRM Team in project deployment, user support, system support, user administration and training.
• Identify continuous improvement opportunities for the Bank to ensure it maximizes the abilities of the CRM solution
• Serve as the liaison between the business and technical teams in executing the bank’s CRM strategy. design, implement and support sales solution for the automation of sales processes in the bank.
• Champion Bank wide CRM adoption efforts, in partnership with other SBU leadership, through collaboration on developed strategic initiatives.
• Render, timely, periodic Executive Management reports, highlight insights and make recommendations of actions to improve outcomes
• Coordinate collaborative CRM activities with other teams and departments in the Bank.
• Lead change management efforts as frequently as system enhancements are deployed.

Requirements

This role requires that the job holder must:

• Provide the best possible solution to problem solving or decision-making by conscientiously testing, examining facts, trying different alternatives and careful   strategic planning
• Evaluate situations, calculate and reduce risk, justify and defend accuracy, give reasons for views and generally provide shrewd  judgment in any situation
• Consider problems as a challenge, collect information relevant to the problem, be disciplined in ascertaining the root cause, identify and develop a practical solution, communicate her findings and implement action to resolve the problem.

Educational Qualification: 

• First degree in relevant discipline.
• Professional certification in Microsoft Dynamics

Qualification: 

• Minimum of 6 years’ experience in a similar role, within the Banking and Financial Services sector