Senior Program Manager

Tawteen

Main Role (Overall Accountability)

Management of CRM Program.

Customer Relation Management (CRM) implementation Program is a strategic initiative of the bank. The scope this program is to build CRM capabilities like Sales, Marketing, Service, Customer 360, unified front end for branches, call center and direct sales. This program will cover all lines of business including Retail and Corporate for both conventional and Islamic banking.

Principal Accountabilities

• Preparation of Program Plans, Budgets and Schedules
• Identifying, tracking managing and resolving project tasks and issues.
• Identifying, managing and mitigating program risks and continuously monitoring the same.
• Ensure that all PMO standards and the user requirements (stated as well as implied) are met.
• Ensuring Delivery of Program in agreed time, resources and budget
• Track the actual delivery and schedules of various projects running under the CRM implementation program and timely report variances if any. Alert the right level of management of potential overruns or schedule variances
• Define and manage the inter-dependencies within program and outside program.
• Proactively identify and report potential risks, inter-dependencies (within the CRM implementation program or any other project ongoing in the bank) or pre-requisites that could impact the program timeline or outcomes, develop and implement strategies to mitigate identified risks, ensuring minimal disruption
• Conduct Change Control Board as needed to review and approve changes. Ensure there are no scope creeps
• Develop clear change management guidelines from platform, process and people perspective.
• Drive the change management process with necessary controls defined
• Define and manage stakeholders within bank and outside bank
• Maintain open and effective communication with all stakeholders including executives, department heads, project managers and project team members
• Defining and collecting metrics to give a sense for how the program is progressing and whether the deliverables produced are acceptable
• Setting reasonable, challenging and clear expectations to project team. This includes providing good performance feedback to team members
• Give due importance to Team building skills so that the people work together well, and feel motivated to work hard for the sake of the project and their other team members.
• Ensuring Program Steering Committees and Project Working Committees meetings and adequate Project reporting
• Document and Publish Program Progress report(s) in timely manner.
• Assure completeness of all project related documentation as per banks standards and templates.
• Vendor Management and Quality Assurance
• Maintain an end-to-end view of the detailed program plan, including timelines and milestones
• Ensure that the CRM implementation aligns with the bank's overall business objectives and strategy
• Conduct Program Closure Meeting
• Suggest continuous improvements to Program Management framework, processes, and guidelines
• Train other staff on Program Management and handhold them.

Competencies

• Should have at least 12+ years of experience in Program management, relevant to CRM implementation in financial services
• Require good understanding of CRM functionalities
• Specific experience is required in implementation on in premises Microsoft Dynamics and Veripark Solution in a bank
• Good banking domain knowledge with good understanding of and banking
• Expert level communication and Writing skills
• Good People Management and Collaboration Skills
• Logical Thinking
• Negotiation Skill to be able to navigate across multiple stakeholders