- To engage with the user department in providing client onboarding solutions in CRM by documenting accurately and elaborately the requirement and assessing the best suitable approach to deliver the changes/solution within the expected timeline, cost and quality in compliance with the regulatory and internal process.
- Work with the viewpoint of developing business solutions to acquire customers on the digital platform and creating new business models.
- Establish processes and mechanisms designed to ensure consistently high service performance.
- Identify process improvements to make the onboarding process more scalable and reduce the time to value for both customers and the bank .
- SIZE OF THE ROLE
FINANCIAL SIZE NON-FINANCIAL SIZE
- NA
- NA
- KEY DUTIES & RESPONSIBILITIES OF THE ROLE
- Business/ Financials
- Engage with the User department.
- Engage and familiarize with key persons in the Client onboarding team.
- Calendarize the meeting with the User departments team through formal meetings/emails /informal calls.
- Keep the User departments informed of the status of the project/changes/solutions regularly.
- Assist the User departments to be ready to carry out basic user testing on changes in the UAT environment along with the QA team.
- Provide all necessary information and update on the requirements to the user department to assess and implement their internal process accordingly.
- Information gathering& assessment for IT solution
- Engage with the User department and understand new business requirements.
- Assess the recent requirements and segregate them into changes in the existing application, new solutions, and additional development.
- Discuss all the information gathered with the Head Solution Delivery -CRM to arrive at the key business requirements or change requests.
- Review the information gathered to do the first level of technical feasibility in coordination with the architecture and product teams.
- Engage with the architecture team and understand the viability of the solution being developed internally or externally and estimated timelines .
- Assess & identify the appropriate solution.
- Assess the business requirement and explore available options.
- Engage with the architecture team to understand the ability to develop the application internally.
- Engage with various stakeholders to identify the best option to implement the regulatory requirement within the prescribed timeline.
- Prioritize the changes depending on the effort and urgency and put up to the team lead for approval
- Conduct each business solution's cost and time viability and devise the optimum solution.
- Discuss with Head Solution Delivery- CRM before exploring the option to scout for readymade solutions in the market .
- Customer (Both Internal &
- External)
- Selection & finalization of vendor
- Scout & scan the market for vendors providing the required solution.
- Use the network to identify the nearest matching solution for the user requirements.
- Contact all vendors for the specific project and have an initial discussion on the scope, timelines and cost.
- Arrange and schedule vendor presentations to the Solution Delivery group and Treasury department.
- Review the project presentations of the multiple vendors and do an initial screening of the vendors.
- Arrange for the final presentation by the selected vendors to the relevant authorities for final scrutiny & selection.
- Management of stakeholders
- Engage with the CRM/change management architecture team to assess the progress against the projected timeline.
- Engage and confirm with the QA team to have the UAT /regression testing completed.
- Collaborate and assist the architecture team in fixing any bugs post movement of changes to the production environment
- Monitor and follow up with the architecture team to resolve post-production challenges and measure responsiveness.
- Engage with the User departments to obtain their feedback on the efficacy of the new business solution/change request.
- Apply the feedback appropriately for further improvement.
- Propose solutions, opportunities, and recommendations for improvements basis the feedback received.
- Monitor day-to-day all the existing business solutions at each stage with the vendor and update Head Solution Delivery- CRM on the same and escalate for any issues.
- Engage with the architecture team for all applications/change management being developed internally.
- Create and publish an MIS for the User departments on key parameters status of each project/expected timelines/challenges, if any .
- Review the project schedule with senior management and all other staff that will be affected by the project activities
- Internal Process
- Preparation of business solution document.
- Act on all high-priority business and regulatory requirements and prepare the document within set timelines.
- Prepare and draft the document for the recent business solution based on information gathered from the User departments.
- Create the document accurately and capture as much information as possible for further review.
- Amend the document for any further changes from the User departments.
- Arrange all necessary compliance and internal approvals.
- Create the base test scenario cases as part of the change requirement document.
- Prepare the document for the test cases for significant changes and solutions being bought and put it up for review.
- Innovation &
- Learning
- Actively participate in the Delivery Manager community, sharing and re-applying skills and knowledge and bringing in best practices.
- Work on automation and innovation and thus make the process cost-effective .
- Work on training material for the new process implementation and identify any training needs concerning process change.
- Work actively on relevant individual certifications to enhance skill sets.
- MINIMUM REQUIREMENTS OF KNOWLEDGE &
SKILLS
Educational
Qualifications
BE/Bsc./BCA
Experience
Must possess a minimum of 8 years of relevant working experience
Certifications
- PMP, Prince2, ITIL
Functional Skills
- Knowledge of various applications mainly CRM
- Good knowledge of Windows &
- MS Office
- A strong understanding of the current legal and regulatory environment is a must, and the ability to operate and be successful in such an environment
- Ability to consider and analyze various factors such as policies, practices and trends to make decisions, design plans, and develop tactics.
Behavioral Skills
- Excellent verbal and written communication skills
- Attention to detail
- Resourcefulness
- High personal integrity, uncompromising ethics
- A proactive and positive approach to work and tasks
- Self-directed, extremely well organized, and thorough
- Strong interest in scrutinizing current processes, identifying improvements, and leading initiatives to bring about change
Competencies
- Excellent communication skills
- Attention to detail
- Excellent timekeeping and self-management skills
- Problem-solving
- Ability to work under pressure.
- Organized and well planned.
- Ability to self-learn .
- KEY INTERACTIONS
INTERNAL
EXTERNAL
- Product team
- Retail banking team
- Business Team
- Legal/Compliance/CISO
- IT Dept.
- Vendors
PREPARED BY: S Madhu DATE: 02-02-2024
REVIEWED BY: S Madhu
DATE: 02-02-2024
LAST UPDATED BY: TM Team
DATE: 02-02-2024
📌 Senior Manager-CRM(SD) (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru
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