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Job Description
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
Skills
- 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
Job Details
Preferred Candidate
Bupa Arabia
Bupa Arabia is a healthcare insurance company based in the Kingdom of Saudi Arabia. We are an associate business of Bupa Group, which is a global healthcare company with an international reach that extends across multiple business operations, practices, and resources.
Founded in October 1997, Bupa Arabia was initially established through a partnership between Bupa Global International and Nazer Group, with the key focus to provide health insurance services with high quality and competitive prices, while ensuring a distinctive experience for customers. Bupa Arabia has since evolved into a fully Saudi-owned and operated company. Our transformation from a joint venture into a publicly traded company on the Saudi Stock Exchange occurred in 2008, as we made 40% of our shares available to the public during our Initial Public Offering (IPO).
As a subsidiary of the global Bupa Group, we draw upon international expertise while maintaining a profound understanding of local healthcare requirements and regulations. This allows us to offer comprehensive healthcare insurance solutions tailored to the unique needs of the Saudi Arabian market.
Bupa Arabia prides itself on its commitment to the wellbeing and development of its employees, providing them with the same standard of care, support, and professionalism that it expects to be delivered to its customers.
Our core values shape every aspect of our work and culture:
Commit – Own it with accountability and urgency.
Collaborate – Win together through cross-functional synergy.
Care – Put people first, both employees and customers.
