LEAD BUSINESS ANALYST - Salesforce
Skills
About This Role
Overview
- Strong CRM knowledge (must, with SalesForce preferred)
- Experience in Banking (preferred)
- Corporate/Companies/Business Banking experience
- + Experience in handling functions for Relationship Managers (RMs)
- Experience in Sales, Servicing and CRM Data/Analytics (can be mix & match)
- Agile know-how (must)
- A.I.
(preferred)
- Quick joining time (preferred)
- Location: on-site (Abu Dhabi and/or
- Dubai - commute might be required)
- Customer Relationship Management & Channel Integra on: ?
- Collaborated with business stakeholders to gather, analyze, and document requirements, ensuring CRM workflows aligned with customer journey improvements. ?
- Translated business needs into user stories and acceptance criteria, supporting Agile delivery of CRM enhancements. ?
- Automated manual service request processes in Siebel CRM, achieving significant reduction in turnaround time and improving First Call Resolution (FCR) rates. ?
- Partnered with cross-functional teams to design, configure, and test CRM solutions, ensuring scalability and integration with CORE systems (Finacle , NI, Payment Hub, BPM ) middleware platforms (BAWABA) and third-party systems to enable seamless data flow across channels. ?
- Produced dashboards and MIS reports to provide actionable insights ?
- Facilitated Agile/Scrum ceremonies (sprint planning, stand-ups, retrospectives) and worked closely with developers and QA teams for timely CRM delivery. ?
- Conducted UAT and end-user training, improving adoption of CRM tools!
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