Senior Manager-CRM Customer Service

1. POSITION DESCRIPTION

JOB TITLE

Senior Manager –Customer Servicing, Campaign Management

GRADE

AVP-I

DEPARTMENT

Information Technology

LOCATION

HO

SUB-DEPARTMENT

Solutions delivery ( CRM )

TYPE OF POSITION

Full-time

REPORTS TO

Head Solution Delivery CRM

REPORTING INTO

Business Analyst and System Analyst

2. ROLE PURPOSE & OBJECTIVE

• The incumbent will report to the Head Solution Delivery (CRM) IT responsible for execution and management of Onboarding lifecycle journeys, enhancing & optimizing the user experience in Onboarding modules and improve Existing module.

3. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Procurement-> For projects or vendor as per need we have to procure the license infra etc

• Portfolio Managed Operations,SQ,Phone banking, Rural and micro banking along with all stakeholder All servicing goes via CRM only.

• Volume of services- 2000

• Quantity projects / etc.-->40 including mega and critical projects

• Volume of new hires onboarded As per need

• Volume of recruitment etc.--> As per bank need

4. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• 7 out of 10 Projects/SRs to be delivered on Time

• Project Plan to be prepared for the projects

• Need to maintain 100% visibility on the request, with updates on time

• Raise Change requests as applicable to the changes

• Relevant documentation like BRD Enrichment, FSD / Release notes to be prepared for the SR's as applicable Financial Target: Implement automation wherever applicable Customization budget reduction 10%

Customer

• Adherence to client(internal) deliverables timelines

• Manage user experience to ensure client’s satisfaction

• Handle escalation related to application and provide prompt resolution

• Guarantee confidential treatment of all the information gathered in various business applications and demonstrate the highest order of integrity as per the code of conduct of the organization

• Improve quality of service - L3 problem ticket management

• Introduce new products in system with proper analysis predictable time lines

• Escalation management - Handle escalation related to application and provide prompt resolution

• Manage Production support

• Handling Internal and external audit and closer

• managing with stake holders

• People management

Internal Process

• Manage day to day uptime of IT operations, implementation of change as per client/user requirements

• Ensure system uptime; provide day to day support to the business by maintaining availability of systems and resources

• Lead the entire process of customization of external software to meet business requirements where development of in house software is not feasible

• Manage the preparation of Business Requirement Document (BRD) Feature Specification Document (FSD)

• Oversee the development/customization of software by the vendor to ensure adherence to Ujjivan’s requirements and project timelines

• Execute the test cases and oversee documentation of necessary user manuals

• Manage necessary enhancement/corrections, provide support and guidance

Learning & Innovation

• Ensure adherence to training man-days/ mandatory training programs for self.

• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self.

• Building a cross functional team and provide KT for the people identified for Finacle customization

• Participation in all internal/external training programs arranged by bank

• Performance Tracking in line with new initiatives

• Training to internal Team for new product and create backup

5. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Professional / Graduate Degree

Experience

• 7 – 14 years Hands on knowledge on Customer Servicing journeys , SDLC, SQL/, Excel, Experience in Customer servicing Functionality

Certifications

• NA

Functional Skills

• Hands on knowledge on Customer servicing journeys

• Understanding of Business requirements/needs

• How customer Onboarding can be improved.

• SDLC, SQL/Oracle, Excel

• Experience in Customer onboarding Functionality

• Implementing new modules, testing and post-implementation supporting.

• Vendor team(s) management

• Training and managing staff to handle customer service issues.

• Provides mentoring, leadership, and organization to managers and supervisors

• Set organizational objectives.

• Make tough decisions.

• Manage departmental budgets.

• Maximize employee performance.

• Have a passion for technology.

• Must be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and accuracy.

• Strong problem-solving, analytical, research and decision-making abilities are required.

• Take ownership of errors and finds ways to correct them appropriately.

• Must be able to multitask and the ability to be flexible in adapting to change.

• Ability to organize and prioritize work and manage projects.

• Understanding of the Application Architecture

About Company

Ujjivan SFB provides banking services to the unbanked and underbanked population in India. It offers savings, loans, insurance, and digital banking tailored for low-income segments. The bank promotes financial inclusion through a wide network of branches.

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