Team Lead CRM Administration

JOB REQUIREMENTS

Education

• B. Sc. in Computer science, IT or other relevant discipline

Experience

Experience in marketing/ sales administration or customer relationship/customer experience

management roles

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