CRM Manager
Burgan Bank
مجموع سنوات الخبرة :17 years, 6 أشهر
1. Carry out maintenance and changes with the CRM system including Editing CRM parameters.
2. Introduce and maintain code tables, add/amend/delete templates.
3. Maintain business rules applied in CRM including all CRM functions.
4. Coordinate with all involved parties including vendor to ensure operational level of CRM by all users.
5. Answer day to day user queries and provide help.
6. Coordinate access authority issues and follow up on request with IT securities.
7. Lead business analysis efforts supporting CRM. Define requirements related to CRM change requests and implement changes based on best-practices.
8. Play a practical role in customizing and enhancing CRM applications, practicing experience with built-in admin, reporting, and development tools.
9. Utilize tools which provide a summary of details to relevant departments, using built in CRM reporting tools as well as reports generated from MIS.
10. Develop and maintain documentation regarding CRM systems configuration, application workflow, and business rules.
11. Perform training and awareness program as needed and create training materials.
12. Prepare and execute testing plans for new features /functionalities.
13. Ensure CRM data quality and reporting deliverables, and coordinate with different parties including vendor.
14. Write and maintain project documentation based on provided specifications.
15. Create reports, plans and other deliverables for projects and tickets.
16. Provide required support to the Unit Manager to analyze and evaluate CRM benefits and contributions to the business.
17. Support as backup Digital Signage solution across the bank.
18. Design and implement customized CRM forms, processes, and business logic according to business requirements.
19. Coordinate with business and operation unit in regards to implement new business process automation.
20. Execute CRM campaigns management process which covers Eshots and Customers’ Newsletter.
1. Carry out maintenance and changes with the CRM system including Editing CRM parameters.
2. Introduce and maintain code tables, add/amend/delete templates.
3. Maintain business rules applied in CRM including all CRM functions.
4. Coordinate with all involved parties including vendor to ensure operational level of CRM by all users.
5. Answer day to day user queries and provide help.
6. Coordinate access authority issues and follow up on request with IT securities.
7. In charge of all reports (Like. Sales, Opportunities, Onboarding, Online Application …etc.).
8. Support as backup Digital Signage solution across the bank.
9. Design and implement customized CRM forms, processes, and business logic according to business requirements.
10. Coordinate with business and operation unit in regards to implement new business process automation.
11. Execute CRM campaigns management process which covers Eshots and Customers’ Newsletter.
12. Perform other duties in line with scope of work and as instructed by direct manager.
1- Generate forecasts on an intra - daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and recommending solutions.
2- Develop and maintain schedule for all transaction - based work (e.g., inbound calls, outbound calls, data entry, exceptions, training, and meetings)...
3- Analyze call volume patterns to manage work shifts, lunches and breaks.
4- Manage all scheduling- related communications to the site.
5- Establish and maintain communication channels regarding events that impact calls volumes.
6- Capture, store, and report on historical statistic.
7- Create and maintain real time, historic and custom reports.
8- Advise Business Managers and Supervisors regarding balancing work volume; collaborate with managers to balance workload between departments based on Daily, Weekly, and Monthly Reports and Internal & External Impact historical Data.
9- Partner with staff and leadership to identify business opportunities based on analysis of reports.
10- Partner with Technology to identify business opportunities based on analysis of reports (e.g., consolidate queues, change phone hours)
11- Analyze, develop action plan, and resolve service delivery and / or service level issues.
12- Develop and maintain business continuation & disaster recovery plans for site as it relates to call routing.
13- Responsible for site space planning initiatives for existing and future growth positions.
14- Responsible for turnover management and employee attendance management.
15- Assist and support implementation of all new projects.
16- Report and Score the Key Performance Indicators for the Inbound Agents, Outbound Agents, and Team Leaders on Daily, Weekly, and Monthly bases.
17- On a daily basis, assists with the assigning the Workforce workload at the call center level.
18- Effectively manages the Workforce workload to meet the daily SLA of call evaluations at the call center level.
1. Responds to and resolves routine sales and/or service inquiries and problems on a single product line or basic number of multiple products received via telephone, according to established procedures and standards and the Bank's service quality focus; refers complex problems as appropriate.
2. Seeks opportunities to attract, retain and expand customer relationships as appropriate. Assesses customer needs and describes recommended product features and benefits to existing and potential customers; refers complex sales opportunities as appropriate.
3. Analyzes and reconstructs account activity or advises of inquiry or application status as required to respond to the customer.
4. Provides timely, complete and accurate response to the customer; completes required adjustments and transactions and ensures correct implementation.
5. Protects the Bank’s assets/income and maintains the confidentiality of client information.
6. Maintains updated knowledge of rules, regulations and standards in the field and related matters of interest to the department.
7. Participates in the various cross-functional committees/teams for multiple purposes to achieve optimal cooperation and to assume seamless quality service.
8. Performs other duties in line with scope of work and as instructed by the direct manager.
Responsible about solving all the technical problems that may show up as fast as possible, and managing the DB and the Network and updating website with all the new information, beside formatting all the training programs material.
Major: Computer Science Minor: Business Administration
High School
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.