In this role, you will support all operational, issues and enhancement matters for CRM (Customer Relationship Management) system, Department digital initiatives and projects. You will also ensure the activities are conducted in accordance with the Company rules and regulations.
What you will do:
- Work closely with different parties including IT, business user, Project Managers on CRM enhancements and dept digital initiatives
- Engage users in CRM SG enhancement requirements, review functional specification to ensure design and business requirements are met.
- Participate in User Acceptance Testing and pilot testing for successful roll out.
- Follow up with defects management status within the stipulated time frame.
- Assessment and analysis of CRM issues received across all touch points
- Identify areas to enhance user experience and smooth out user experience with customer feedback and issues reported
- 2nd level escalation and Ad-hoc call back on reported issues
- Update, disseminate, FAQ, error messages, recovery action
- Develop, maintain and update user guides and FAQs
- Support change management (create training materials, SOPs and conduct training for new launches and enhancements)
- Responsible for communications to ensure timely delivery of information to the targeted audience
What you will need:
- University Degree
- At least 5 years of experience in FI or insurance industry is preferred
- Resourceful and results oriented individual with proven track record in driving and achieving results
- Strong interpersonal skills, energetic and enthusiastic individual
- Ability to engage and collaborate with different functions within the company
- Good communication skills required in particular creative, strong writing skills and excellent presenter
- Enjoys working in a dynamic and fast paced environment
