Team Lead CRM Administration at First Bank

Job Identification: 1677

Duties & Responsibilities
Project and Stakeholders Management: 

• Leads the entire CRM Team in project deployment, system support, user administration, training and campaign management.
• Leads the team in the formulation of CRM strategies and programs and ensures that they stay aligned with the business’s overall objectives.
• Coordination of collaborative CRM activities with other teams and departments in the Bank.
• Identify continual improvement opportunities for the Bank to ensure it maximizes the abilities of the CRM solution
• Engage BPM & business on implementation of sales target monitoring and ensuring correctness of information.
• Ensure proper change management processes are followed to minimize disruptions to business operations.

Application Support: 

• Work with end users, vendors and service providers as the liaison with the IT team.
• Identify and help design CRM-related report requirements and list views.
• Support workflow rules and business processes.
• Maintain accurate application configuration documentation, change logs, and knowledge base articles for support teams.
• Work with internal and external resources to ensure the CRM environment is configured and adjusted correctly.
• Serve as the liaison between the sales and technical teams in executing the bank’s CRM strategy.
• Lead root cause analysis (RCA) for recurring issues and implement preventive measures.
• Monitor system performance and coordinate with vendors or internal teams for upgrades, patches, and issue resolution.
• Work with both the end users and the technical team to identify and assist in resolving system issues and provide technical support, troubleshooting software issues, as requested.
• Maintain business and process configurations on CRM solution
• Develop and maintain indices required to measure health status of the CRM solution 

Help Desk Support: 

• Support by troubleshooting and solving user or system issues and respond in a timely fashion
• Analyze potential issues and communicate to assess needs and determine solutions for end users.
• Oversee the day-to-day administration, monitoring, and support of FirstBank’s Dynamics 365 CRM Platform
• Manage incidents, service requests, and problem tickets related to CRM, ensuring resolution within agreed SLAs.
• Supervise support offered to stakeholders and business units using the solution
• Work closely with business leaders to analyze business requirements and communicate to developers regarding configuration and customization solutions that meet delivery and project goals and expectations.
• Assist in development and support personnel in resolving system issues, creating business solutions to meet requirements.
• Keep a monthly statistics report and monitor usage to determine business solutions for business recognized needs.

Training: 

• Train end users and business units on CRM functionalities, updates, and best practices.
• Instruct new users on the application and train existing users on best practices & new functionality.
• Liaise with Microsoft and other technology partners for technical escalations, feature requests, and support cases
• Develop and maintain training materials and user documentation.
• Liaising with First Academy to deliver training programs

Requirements 

• Education: B. Sc. in Computer science, IT or other relevant discipline
• Experience: Experience in marketing/ sales administration or customer relationship/customer experience management role.