Channel Manager Siebel CRM
Faysal Bank Limited
Total years of experience :18 years, 11 Months
Business level administration & provides assistance on various Siebel Financial Services modules.
Service Request Management Opportunity Management
Account Opening Campaign Management
Commercial Loan Origination Wealth Management
Enhancement of existing workflows, applets, views, LOVs, state models, applications to achieve business
objective.
Managing escalations of requests using customized escalation module.
Development and configuration of CRM workflows
User Roles and Responsibilities and Access Control
User Assignment Management
Closely interact with IT, Vendor, business users and other departments in managing CRM efficiently and smoothly.
Conduct UAT
Executing data upload from heterogeneous data sources (core banking systems) via EIM to Siebel CRM.
Ensure that agreed Business requirements are complaints with the overall Bank's Technology and Business
Strategy.
Manage the process of enhancing existing systems and proposing efficient technical and commercial solutions
to satisfy these requirements
Project Management for Siebel CRM implementation and roadmap
Closely interact with IT, Vendor, business users and other departments in managing CRM efficiently and
smoothly.
Ensuring that the CRM implementation is:
- Realistic and cohesive with the existing infrastructure
- Adds value to the CRM concept
- Compliant with banks Regulatory/Audit /Compliance requirement
Additionally maintaining operational aspect of below financial applications
Swift Safe watch
KYC Application Cash Link
FRC (Faysal Rapid Cash)
• Monitor phone calls to make sure employees are in compliance with the rules and regulations.
• Conducting Training sessions for Call Center Agents.
• To ensure the service levels bench mark for quality and operation of the department.
• Preparing of Quality process flows.
• Identified and made recommendation for process improvements.
• Implementation of any process change for the department
• Live and recorded calls & Side by Side Monitoring
• Handling Recording Management.
• Identify the agents and team performance ratings and scores.
• Random Call inspects and Mystery Shopping to ensure the Accuracy over the phones and system
• Call Evaluation and Feed back to officers to enhance the Call Quality.
• Quality Data is provided mentioning Quality percentage targets and achieved
• Prepares and analyzes internal and external quality reports for management staff review.
• Departmental product Gaps summary (on week’s basis)
• Major assignments of the department like month end MIS, Error report, Officer performance reports, training need analysis etc
• Maintaining the key performance indicators.