Subject Matter Expert - CRM Platform

Job role : CRM SME WORKFLOW IMPLEMENTATION FOR BANKING OPERATIONS

Exp : 5-7 years

Location : Gurgaon

About the Role :

Key Responsibilities :

- Collaborate with stakeholders to map existing processes and optimize them through workflow automation.

- Ensure seamless integration of CRM workflows with core banking systems, contact center solutions, and digital banking platforms.

- Define and implement role-based access controls, approval hierarchies, and case management processes.

- Work on customer onboarding, account maintenance, KYC, loan processing, dispute resolution, and service request automation.

- Ensure compliance with banking regulations, data security policies, and audit requirements.

- Leverage AI-powered automation, predictive analytics, and rule-based triggers to enhance process efficiency.

- Oversee testing, user acceptance, and training to ensure a smooth transition to automated workflows.

- Continuously assess and refine workflows to improve efficiency, accuracy, and turnaround time.

Required Skills & Experience :

- Hands-on expertise with CRM platforms (Salesforce, Microsoft Dynamics, Pega, or equivalent).

- Strong knowledge of workflow automation, business process modelling (BPM), and case management.

- Experience in multi-country, multi-currency banking operations.

- Understanding of compliance frameworks, risk management, and regulatory reporting.

- Hands-on experience with API integrations, RPA, and AI-driven process automation.

- Strong stakeholder management and training experience for end-user adoption.

Preferred Qualifications :

- Experience in AI-driven process automation and digital banking transformation.

- Background in compliance-driven workflow optimization for banking operations