To define the functional roadmap/solution for the Multi-Channel Customer Acquisition and Servicing
To create new innovative bolt-on solutions on top of latest platforms like SAP, Force.com, Microsoft dynamics, Mobile, Cloud
To project manage and lead the technology development initiative of the Service line where the candidate would be responsible for 'stitching together' the technology ecosystem.
To work as part of the Core technology team that can build solutions and help it deliver at client and offshore locations
Ensure delivery of solutions and meet client deliverables as per the agreed statement of work
To help identify IT tools/platforms/licenses required for the service line and to work with relevant teams to build the overall solution e.g. add analytics tools and technologies for contact center, marketing and digital to the overall solution set
Drive solution development, go to market and oversee responses to RFQs/ RFPs for the service line
Continually refine offering based on feedback from client and expert discussions
9 - 15 years' overall experience, of with at least last 3 to 6 years of experience in CRM technology of a retail bank or a technology service provider focused on retail banking. Hands on experience in ABAP (SAP tool language) is desired and Exposure to SAP CRM is a definite advantage
Understand in detail the chosen solution and how it adds value to banking clients
Help define and build the tools / accelerators / components that can be plugged on top of the existing platforms like SAP basis its functionalities / constraints
Customize the solution to banking environment
Build new solutions to be taken to market
Work closely with clients during pilot projects and identify implications for the service line's technology architecture
Interact and manage key client, partner and vendor relationships in the service line to ensure that the solution is delivered as agreed terms
Contribute, as a team, to sales and development to achieve targets
Specific Competencies: (Essential)
Strong understanding of CRM/Multi channel technology in retail banking and alternate delivery channels
Strong understanding of latest Banking solutions in CRM, mobility, cloud based.
Ability to do hands on work in technology and build tool sets on the CRM platform
Expertise in ABAP language, having worked in SAP platforms, Dot Net, Java programming languages.
Knowledge of prevalent IT tools/platforms/licenses in the market plus those typically used in a back office/operations environment
Exposure to SAP / Microsoft Dynamics CRM solution
Excellent communication - verbal and written
Creative thinking/innovative mindset- ability to identify the most optimum IT solution for the service line, given context
Team Player & Self-Motivated
Specific Competencies: (Desirable):
Pros and cons of different CRM vendors, their value propositions
Understanding of the Retail Banking landscape
Key Roles & Responsibilities:
Bring IT expertise in Multi Channel / CRM and act as the solution expert
Partner with solutions team to answer RFPs
Partner with operations teams and create process improvement ideas
Engage in new client pilots and review processes for new opportunities.
Partner with re-engineering team providing domain expertise to client engagements
Deep Know-how and proven record of applying SAP / Microsoft CRM in Banks; experience in retail banking is must.
Proven experience in presales activities including development of Proof of Concepts, Demo
An ability to articulate architectural differences between solution methods and the challenges and approaches of integrating solutions built on different platforms including a working knowledge of different architectural frameworks that may be used by our customers
Ability to move between high level architectural review / design and the "roll up the sleeves" level of actually doing all phases of a CRM / xRM delivery project.