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
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