crm Business Analyst leadSecurity Bank

About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years, including one of Euromoney's most prestigious industry awards in 2021-Best Bank in the Philippines.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As a CRM Business Analyst Lead, you will be responsible for managing tasks within the BAU Team which includes but is not limited to assigning specific projects/enhancement or tasks to analysis, analyzing and reviewing business requirements, solution architecture, and providing inputs in the prioritization of enhancements by the Enhancement Governance Council. The Business Lead is also responsible for mentoring, coaching, and paving the way for growth for all Analysts under the Business/BAU Team, both in their personal and career growth, as well as in numbers for the team in general. The Business Lead acts as the point person handling coordination with internal business units and system vendors.
How you'll contribute
SME that assesses the feasibility of business-requested enhancements based on knowledge of CRM processes, capability, and limitations. Balances the needs of the business and the approach solution putting in mind the bank's overall strategy.
Coordinates and ensures accountability across business units (Business + Operations + ITG + vendor) through project management and knowledge of the system and its limitations to ensure deliverables are met in a timely manner and business goals are achieved. Ensures high and optimized vendor velocity in all Enhancements lined up per Sprint by providing support and guidance. Creates, reviews, and assists in the creation of BRDs/FSDs
related to system enhancements. * Works with Business to help ensure that all the Shared KPIs are aligned and achieved. Provides recommendations for the continuous improvement of the CRM System and checks overall architecture for optimized performance. Ensures high and efficient usability of the system as reflected by the committed Internal CSAT Score and Platform Rating.
Investigates CRM day-to-day production and development issues using an organized issue tracking methodology to ensure timely resolution of issues and proper accountability on bugs and fixes. Conducts regular checks on system use (especially by operations units) using the power of reporting and results-driven data analysis to identify key points for process improvement. Ensures that all applicable risks are reviewed and considered by undergoing required risk assessment exercises to ensure that mitigation and prevention measures are in place. Warrants that that systems built and implemented operate within audit and compliance regulations by coordinating to complete audit and compliance requirements to protect consumer data and to smoothly launch system enhancements.
Facilitates and analyzes processes across different CRM modules and principles and different customer-related platforms such as self-serviced portals, bots, knowledge base management, and how all of these integrate with CRM. Can also drive CRM functional analysis with other platforms/systems, ie. Salesforce, FBEQ, PRIME, EURONET, LOS, etc.
Coach and mentor CRM Analysts and Jr Analysts for them to have a strong background in our CRM system and the functional composition to perform all BAU tasks ranging from systems enhancements to User Adoption and Change Management. Also responsible for mapping the career path and growth of these resources.
What we're looking for
Bachelor's degree in Computer Science/Information Technology, Industrial, Computer Engineer, Telecommunication, Mathematics/Statistics, Business Studies/Administration/Management, Economics, Finance/Accountancy/Banking, Human Resource Management Finance/Accountancy/Banking, Human Resource Management
With at least 5 years of relevant experience
Able to assess the feasibility of business-requested system enhancements to come up with realistic solutions
Able to understand a system's role in a bigger inter-connected environment contributing to better system efficiency
Knowledge of bank technology and architecture; In-depth knowledge of CRM systems, bank processes, and system integrations/interconnectivity
Able to manage, mentor/coach team members of CRM Business Unit
Intermediate Excel, Powerpoint, Visio, and MS Project skills; openness to data-driven analysis
Effective communication skills and good work ethic and detail-oriented
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Security Bank

Makati City, Metro Manila
Permanent
Full-time