Manager – CRM

To lead and manage the CRM Application team in order to assure the optimum use of CRM application with high quality, high performance, innovative, fit for purpose system to meet  the business requirements in line with the Bupa business strategy.

Application Management

• Evaluates and recommends application functionality utilization
• Research, compare, analyze and recommend best vertical solutions, ISV solutions, components fit for business requirements.
• Assure best user experience is offered to end users
• Ensure application configurations, customization are performed without impacting upgrades as per best practices.
• Monitor and recommend changes to improve the reliability, scalability, extensibility, security and performance of CRM application.
• Manage CRM application upgrades and roll ups.
• Manage and update CRM application related documents: Configuration Document, Release Notes, Change Scripts, Application Architectures, User Guides, etc.
• Assist end users and business functions to improve efficiency and effectiveness by providing best use of the CRM application functions

Support Management

• Manage level #2 application support requests in the Service Desk
• Manage streamlining of end user requests to CRs/PIDs
• Coordinate with internal departments and end users to make sure users are properly trained on system functions
• Manage and update CRM Training materials with modern technologies
• Ensure training materials are published on secure channels that are accessible to end users

Business Analysis Management

• Define innovative solutions to fulfill business’ requirements that reflects Bupa’s values and principles globally
• Analyze proper cross functional implications with current requirements and recommend ideal solutions to satisfy user needs
• Work cross functional and hierarchical to identify and prioritize CRM activities
• Identify and develop business cases for initiatives which reduce cost, improve service / profitability

Resource Management

• Manage PMS related activities
• Identify the project functional/technical resources and build the application team
• Monitor and follow up with resources on their assigned tasks to ensure timely delivery
• Ensure timely escalation if a resource is not delivering the required quality to avoid impact on any application related deliveries

Project Management

• Ensure projects are properly planned, organized, documented, and executed by meeting operational and business standards and adhering to international best practices
• Projects coordination and deliverable within Technology Services and Business Transformation by individually handling and/or collaborating internally and externally with other teams
• Lead programs and projects update meetings and reviews with management, department heads, leads, and team members
• Recommend enhancements, corrective actions for Technology Services and Business Transformation projects
• Ensure project delivery meets and exceeds business expectation, customers experience, and quality of service
• Responsible for Technology Services and Business Transformation programs status update, reviews, escalation, reporting, and analysis

• Strong Microsoft Dynamics CRM functional and technical background is a necessary requirement.
• Experience in Dynamics CRM implementation and SDLC
• Effective management and necessary domain knowledge and ability to interact with the various technology and business units to develop, manage, and facilitate plans, approaches, projects, activities and tasks
• Experience in technology relates operations, processes and procedures
• Experience in financial management and budget control
• Experience in Microsoft vertical solutions, ISV solutions ad
• Experience in project management to include managing multiple complex projects and project management methodologies