Business Analyst- CRM

Overview

Domain- Banking Mandatory

Location- UAE & Papua New Guinea

Work Mode- Onsite

Job Overview:

We are seeking a highly skilled and dynamic Technical Business Manager to act as a key bridge between our technical teams, business stakeholders, and customer relationship management (CRM) systems. This role is ideal for someone who combines a strong technical background with an understanding of business processes and strategy, particularly in the context of CRM tools and systems. You will be responsible for overseeing technology-driven business improvements and ensuring the seamless integration of CRM systems to optimize customer interactions and drive business growth.

Responsibilities:

• Collaborate with technical teams and business stakeholders to understand business requirements and translate them into technical specifications, with a focus on CRM systems.
• Lead the planning, execution, and delivery of CRM-related technology projects, ensuring they are completed on time, within scope, and on budget.
• Optimize and integrate CRM solutions (such as Salesforce, Microsoft Dynamics, or other platforms) to enhance customer engagement, sales processes, and overall business efficiency.
• Act as a liaison between IT and business teams to ensure alignment between CRM initiatives and business goals.
• Conduct technical assessments and identify opportunities for system improvements, optimizations, and new CRM solutions.
• Analyze customer needs, market trends, and competitive landscapes to help shape CRM strategies that support business objectives.
• Develop and present business cases, proposals, and project plans for new CRM features and technical solutions.
• Monitor CRM system performance, resolve issues, and recommend enhancements or upgrades to improve user experience.
• Foster a culture of continuous improvement, innovation, and efficiency within the team and the organization.
• Provide leadership and guidance to both technical and business stakeholders throughout the CRM project lifecycle.
• Ensure all technical documentation related to CRM systems is accurate and up to date.
• Assist in training and supporting users on CRM tools and best practices, ensuring smooth adoption across the organization.

Mandatory Skills & Qualifications:

• Bachelor's degree in Computer Science, Engineering, Information Technology, Business Administration, or a related field. MBA or similar advanced qualifications are a plus.
• Proven experience (10+ years) in a Technical Business Manager or Business Analyst role with a focus on technology and CRM projects.
• Strong understanding of CRM systems (Salesforce, Microsoft Dynamics, HubSpot, or similar) and their integration with business processes.
• Experience with software development processes (Agile, Scrum, Waterfall) and technical frameworks.
• Exceptional communication skills, both written and verbal, with the ability to engage with both technical teams and non-technical stakeholders.
• Knowledge of business process modeling, requirements gathering, and system analysis, especially in the CRM domain.
• Technical proficiency in at least one major programming language (e.g., Java, Python, C++) or understanding of key technologies (cloud platforms, data analysis tools, ERP systems).
• Experience in managing CRM system implementations, customizations, and upgrades.
• Strong leadership skills with the ability to inspire, motivate, and manage cross-functional teams.
• Ability to think strategically and align technical solutions with business goals, particularly with CRM.
• Strong organizational skills with a keen attention to detail and the ability to manage multiple tasks simultaneously.

Preferred Skills:

• Experience with Agile methodologies and project management tools (e.g., Jira, Trello, Asana).
• Familiarity with cloud-based CRM platforms such as Salesforce, Microsoft Dynamics 365, or HubSpot.
• Understanding of data analytics and business intelligence tools (e.g., Power BI, Tableau) to gain insights from CRM data.
• Knowledge of enterprise resource planning (ERP) systems such as SAP, Oracle, or similar.
• Experience in customer engagement strategies and automation within CRM systems.

Job Types: Full-time, Permanent

Pay: ?307,804.09 - ?1,543,496.41 per year

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Monday to Friday
• UK shift
• US shift

Supplemental Pay:

• Performance bonus

Experience:

• Business analysis: 10 years (Required)
• CRM software: 8 years (Required)
• Banking: 8 years (Required)
• Power BI: 8 years (Preferred)

Language:

• English (Required)

Willingness to travel:

• 75% (Required)

Work Location: In person

Expected Start Date: 11/01/2025