Assistant Manager, CRM COE (Center of Excellence)

First Gulf Bank (FGB)

Abu Dhabi, UAE

Ref: GP581-25

Job description / Role

Employment: Full Time

FGB is building a new centralized CRM Center of Excellence (COE) function, reporting into Strategy and Planning. The CRM COE team is the sponsor and custodian of the bank-wide CRM program. It is responsible for developing, managing, implementing and improving bank-wide CRM capabilities. These capabilities enable the bank to understand and leverage CRM capabilities to improve business performance and customer experience. CRM COE works closely with key stakeholders from all business and IT functions. It promotes CRM awareness, benefits, usage, best practices, etc.

Key Accountabilities:
- Assist Head of CRM COE to implement the bank-wide CRM Program.
- Assist in building awareness, understanding, appreciation, etc. for CRM and promoting CRM uses, benefits, frameworks, etc. across all FGB departments and functions, and across all levels.
- Assist in developing, implementing and monitoring CRM governance, standards, policies & procedures and best practices.
- Provide CRM SME knowledge base and support to business stakeholders.
- Work with PPM (Project Management) to help implement the CRM Roadmap and other CRM projects. Within Projects, assist with Business Requirements, Testing, Training, and post-implementation support.
- Assist in preparation and review of project documentation e.g. business requirements, use cases, user acceptance test scenarios/cases.
- Manage bank-wide CRM system configurations, parameters and settings in collaboration with Business and IT.
- Develop and implement CRM Dashboards and MI to track, monitor and analyze CRM adoption, usage, performance, benefits, etc. Identify and resolve resulting CRM challenges and gaps. Identify and implement on-going CRM improvements.

Requirements

Knowledge & Experience
- Minimum Qualifications: Undergraduate degree in Business, Engineering, or related disciplines OR equivalent work experience in Financial Services industry.

Minimum Experience:
- 4 years of CRM or related business analysis and reporting experience in Banking and Financial Services organizations.
- The ideal candidate would have CRM experience in both Consumer and Wholesale Banking.
- Solid understanding of CRM-related performance metrics and MI.

Skills
- Knowledge, Skills, and Attributes.
- Siebel CRM SME preferred.
- Strong MI development experience, preferably in OBIEE.
- Highly organized with strong attention to detail.
- Strong analytic and problem solving skills.
- Strong communications & presentation skills with ability to explain complex, technical, CRM-specific and analytic matters to Business users.
- Strong commitment to serve internal customers and provide need-based solutions.
- Ability to multi-task with a variety of Teams on multiple Projects.

About the Company

Established in 1979 and headquartered in the UAE capital, Abu Dhabi, the bank offers a full range of financial services to business and consumer sectors throughout an extensive network of branches across the UAE.

Internationally FGB has branches in Singapore and Qatar, representative offices in India and Hong Kong and a subsidiary in Libya.

FGBs story of growth and value creation for its stakeholders is a strong one - from Abu Dhabi origins to UAE acquisitions and an international footprint, from Corporate to Wholesale Banking including debt, transactional banking and Islamic products, from burgeoning Treasury to global money markets, asset management and research. Notably in the Consumer market FGB has developed segmented and customer centric products in all categories and brought technology and extra benefits to its customers.

Today, FGB is recognised as a world-class organisation committed to maximising value for shareholders, customers and employees as it focuses on delivering banking products and services that meet client needs and support the UAE's dynamic economy. In line with its commitment to excellence the bank continues to invest significantly in people and technology to provide superior service standards.

First Gulf Bank was awarded the 'Best Bank in the United Arab Emirates' and 'Best Bancassurance' titles at the Banker Middle East Industry Awards 2013. It was also ranked as the 3rd most powerful company in the UAE and 6th leading bank in Forbes' 'Top 500 in the Arab World' list.

First Gulf Bank carries an A+ Long-Term (IDR) rating from Fitch, an A2 Long Term Deposit rating from Moody's, an A+ Long Term Foreign Currency Rating from Capital Intelligence and a AAA Long-Term Financial Institution Rating from RAM Ratings of Malaysia.

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Computer Engineer salaries in Oman

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OMR 1,200

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