• POSITION DESCRIPTION JOB TITLE : Senior Manager-CRM(SD) GRADE : AVP-I DEPARTMENT : Information & Technology

LOCATION:
HO SUB-DEPARTMENT : Solution Delivery TYPE OF POSITION : Full-time REPORTS TO : Head-CRM(SD) REPORTING INTO BA, SA
• ROLE PURPOSE & OBJECTIVE
• 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 current business requirements.
• Assess the new 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 new 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