Subject Matter Expert - CRM Workflows

Experience : 5-7 years

Location : gurugram

Job Role : CRM SME WORKFLOW IMPLEMENTATION FOR BANKING

Responsibilities :

We are seeking a Subject Matter Expert (SME) in CRM Workflows to lead the design and implementation of automated workflows for banking operations. The ideal candidate will have deep expertise in CRM platforms, process automation, operational efficiency, and compliance-driven workflow.

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.

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.

Qualifications :

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