Business Analyst - CRM Domain (8-14 yrs)

Job Overview :

We are seeking a highly skilled and dynamic Business Analyst : CRM(Retail Banking Domain) 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 (7+ 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