Job Purpose Statement
The Senior Manager, CRM Systems role is to plan,
organize, and manage staff and overall operations that facilitate the stable
operation of the bank’s Customer Relationship Management (CRM) systems,
Feedback Systems, Policy Hub and other peripheral applications and system
integrations. In collaboration with external vendors, system experts and
information security experts the Senior Manager, CRM Systems will schedule and
direct activities to resolve software and service problems within the CRM and
related platforms in a timely and accurate fashion.
Key Accountabilities (Duties and Responsibilities)Perspective % Weighting(to add up to 100%) Output
Leadership Management (40%)
- Reviews policies and procedures regularly to ensure compliance
with guidelines.
- Work with Microsoft and CRM Vendor to implement a
- CRM Management and support framework that is applicable
throughout the organization.
- Evaluation and selection of new technology to support new
products and services for CRM components.
- Create strong relationships at regional/global level within
the IT community to ensure maximum leverage of resources / solutions to
support local requirements.
Application Development (10%)
- Support the product ideation process, development lifecycle,
and go to market efforts of proposals selected to move forward within the
development lifecycle
- Manage specific application quality assurance and help desk
activities including the tracking of bug reports, change requests and
ensuring their timely resolution
Incident / Problem Management (20%)
- Resolve any incidents causing interruption of service in the
quickest and most effective way possible according to defined SLA’s.
- Investigate the underlying causes of any real or potential
anomalies in CRM system and define possible solutions to anomalies. Put
forward requests for changes (RFC) needed to re-establish quality of
service. Carry out post-implementation reviews (PIR) to ensure that the
changes have brought about the desired results without causing side
effects
Change Management (20%)
- Evaluate and plan for changes to CRM system and ensure
established change management procedures and ensuring the quality and
continuity of the service at all times
Configuration Management (10%)
- Controlling all elements of CRM infrastructure configuration
with a sufficient level of detail and managing this information using the
configuration database (CMDB). Providing accurate information about the
CRM configuration to all the various management processes. Periodically
monitoring the configuration of the systems in the production environment
and comparing it with what is held in the CMDB to correct any
discrepancies
Ideal Job Specifications
- Undergraduate degree in Computer Science /Information
Technology – Minimum 2nd Upper Class honours.
- Minimum 7 years working experience in a busy IT environment
with a hands-on role in implementing and development Workflows &
Business Automation Systems e.g. Customer Relationships Management
Systems (CMRM), MS SharePoint and MS Power Platform.
- 2-3 years management experience.
- Certified in MS Dynamics 365 Customer Engagement and/or Power
Platform.
- Experienced in Microsoft Dynamic CRM, Microsoft SQL Server,
and Microsoft SharePoint, Microsoft Power Platform (Power Apps, Power
Automate & Power BI) and C #.Net & ASP.net Web development.
- Experience of working in the IT function within a banking
environment will be an advantage.
- Experienced with platform architectures (e.g. client-server,
n-tier, thin client)
- Proficient with developing, deploying, customizing and
integrating Microsoft Dynamics CRM, MS SharePoint and MS Power Platform
- Demonstrated proficiency in understanding and implementing
business Process Automation workflows and processes
- Demonstrated proficiency in using the either the CRM SDK or
plugin platforms.
- Demonstrated proficiency with Microsoft .NET 3.5+ development
using C#
- Experience in developing integration services using API (SOAP
& REST) and MS SSIS
- Experience with source control management systems and
continuous integration/deployment environments
How To Apply
