GENERAL DESCRIPTION:
We are looking for a Customer Relationship Management (CRM) Product Owner to join our newly established, multi-year Client Lifecycle Management (CLM) transformation program, unlocking revenue opportunities & supporting our top-line growth ambition for Bank of Singapore.
The CRM Product Owner will be responsible for defining & implementing Bank of Singapore’s CRM product roadmap and capabilities to be utilised during the entire client lifecycle management journey from prospecting, onboarding, maintenance to offboarding, meeting the needs of BOS employees and end-clients.
MAIN DUTIES
Key Responsibilities include:
- CRM Strategy: Develop and execute a CRM strategy aligned with the overall vision and strategy of CLM Program and meeting the needs of BOS employees and clients. Build foundational CRM capabilities, identify areas for improvement, and recommend enhancements to optimize client relationships and increase sales.
- Requirements Gathering: Collaborate with stakeholders & end-users to gather and document CRM requirements during the entire CLM journey from prospecting to offboarding. Understand the needs of different departments and corresponding CRM capabilities required to meet them, design & validate journeys with CX & end-users, and translate them into epics and user stories with clear acceptance criteria.
- Product Roadmap: Create and maintain prioritised product roadmap for the CRM system. Prioritize features and enhancements based on business value and customer impact. Continuously review and update the roadmap to reflect changing business needs. Manage cross-squad/ product collaberation and dependencies with other CLM squads/ Products such as Onboarding, Foundational CLM and lifecycle management etc.
- Agile Project Management: Use agile methodologies to manage the CRM development process. Collaborate with cross-functional teams, including developers, designers, and testers, to ensure timely and high-quality delivery of CRM features and functionalities.
- User Acceptance Testing: Define and execute user acceptance testing (UAT) plans to validate that the CRM system meets the specified requirements. Collect feedback from end-users and stakeholders, and work with the development team to address any issues or bugs.
- Training and Support: Coordinate training sessions and provide ongoing support to end-users to ensure they can effectively utilize the CRM system. Develop training materials, user guides, and FAQs to facilitate adoption and usage of the CRM.
- Data Management: Oversee data management activities within the CRM system. Ensure data integrity, accuracy, and compliance with relevant regulations. Implement data cleansing and enrichment strategies to maintain a high-quality customer database.
WORK EXPERIENCE REQUIREMENTS:
- Minimum 10-15 years of experience in participating in complex, cross-functional technology-related projects in banking.
- Proven experience in managing change for a CRM system in a Product Delivery, Product owner or similar role for a financial services organization.
- Strong understanding of CRM concepts, methodologies, and best practices.
- Proficiency in CRM products such as Microsoft Dynamics etc.
- Familiarity/ prior experience with agile development methodologies, tools and processes.
- Excellent communication and interpersonal skills to collaborate with diverse stakeholders.
- Analytical mindset with the ability to interpret complex data and make data-driven decisions.
- Ability to adapt to changing business needs and work in a fast-paced environment.
