Job Description :

We are seeking an experienced Project Manager to lead the end-to-end implementation of a CRM solution for a leading bank. The successful candidate will oversee planning, execution, and delivery of the CRM program, ensuring it aligns with business objectives across sales, service, and omni-channel customer engagement. The PM will coordinate multiple stakeholders, manage vendors, and ensure the program delivers measurable business value.

Key Responsibilities :

- Lead the end-to-end CRM program lifecycle - from requirements gathering and solution design to deployment, integration, and stabilization.

- Manage CRM solution implementation (e.g., Salesforce, Microsoft Dynamics, or equivalent) with a focus on banking use cases such as onboarding, KYC, customer 360, workflows, and service automation.

- Ensure seamless integration with core banking, contact center, digital channels, and third-party applications.

- Develop and maintain the project plan, budget, risk register, and governance framework.

- Drive stakeholder alignment between business teams (Sales, Service, Compliance, Operations) and technology vendors.

- Oversee data migration, quality, and governance for accurate customer 360 views.

- Establish change management and training programs to drive user adoption.

- Ensure delivery within agreed timelines, budget, and compliance requirements.

- Provide regular reporting to steering committees and senior management.

Qualifications & Experience :

- Bachelors or Masters degree in Computer Science, IT, Business, or related field.

- 10+ years of project management experience, with at least 5 years in banking/financial

services.

- Proven track record of delivering CRM implementations (Salesforce, Dynamics, or similar

platforms).

- Strong understanding of banking processes including customer onboarding, KYC, service workflows, and sales cycles.

- Experience with system integration, data migration, and omni-channel customer engagement.

- Project management certifications (PMP, Prince2, Agile/Scrum) preferred.

- Excellent communication, stakeholder management, and vendor management skills.

Key Competencies :

- Strong leadership and ability to manage cross-functional teams.

- Banking domain knowledge with emphasis on customer engagement and compliance.

- Ability to manage multi-country/multi-entity rollouts (preferred).

- Problem-solving mindset with focus on value delivery and adoption.

- Hands-on experience in Agile and hybrid delivery models.

- Opportunity to lead a high-impact digital transformation program for a leading bank.