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Manager IT (CRM)
Ref No.: 18-00151
Location: SANTA CLARA, California
Experience Level: 10 Years
Start Date: 05/30/2018
Manager – IT (CRM)
Srl No: 05

Location: Tempe, AZ or Santa Clara, CA
Experience in banking domain or financial service sector is MUST
The Manager, Client Service Technology Solutions is a senior IT leadership role with primary responsibility for managing the ongoing development and support of Bank's new online CRM Platform as well as related workflow automation, sales insights, and reporting capabilities. This position reports directly to the Director of Marketing, Client Services, and CRM solutions.
Specific responsibilities include:
· Engaging with business and technical stakeholders to develop roadmaps and execution plans
· Managing the technical implementation of new functions and features for users of CRM
· Provide guidance and influences the implementation of new case management capabilities
· Partners with front-line service managers and leadership to prioritize and deliver new capabilities that enable a more globally scalable service and relationship management model
· Brings experience to influence the roadmap and strategy for implementing a more unified service desk
· Provide oversite and leadership to the CRM IT delivery and support team, and offshore partners
· Partner closely with solution architects, technical leads, and other IT managers to define and deliver new technical capabilities that improve employee and client engagement
· Oversee the SDLC lifecycle and ensure proper adherence to controls
· Champion the vision for a unified CRM platform that enables the development of deeper client relationships and word class client service delivery
Qualifications

A dynamic technology leader who can make valuable contributions in the following areas:
· Experience in managing Dynamics CRM or related CRM products
· Experience in leading software development teams in an Agile delivery model
· Experience in implementing SaaS solutions a big plus
· Demonstrated experience implementing and supporting technology solutions for service and sales functions in a global financial institution
· Expertise in CRM and multi-channel service desk solutions
· Knowledge of case management and workflow automation
· Experience with .net and SQL development
Candidate must also possess:
· Excellent interpersonal and communication skills
· Strong business and technology professional background
· Demonstrated ability to lead a team of software engineers across multiple locations
· Practical knowledge of deploying solutions on Azure a plus
· Minimum of 10+ years of industry experience
Bachelor's degree, preferably in Computer Science, Statistics, Engineering or related field.