Product Owner, CRM

1 month ago

Chennai Tamil Nadu, India Standard Chartered Full time

**Job Summary**
- We are looking for a CRM Product Owner (PO), who will be an empowered decision maker, responsible for maximizing the business value of the work of the Squad. The PO will own and manage product backlog and is ultimately accountable for the successful delivery of the Affluent CRM Product and capabilities to be utilised during the entire frontliners journey from prospecting, onboarding, Advisory and servicing, meeting the needs of SCB frontliners and end-clients.
- We at Standard Chartered are on a mission to build CRM & Lead management that enable bank Frontline teams to acquire, service & deepen client relationships, thus increasing productivity & client experience by delivering modern CRM and lead management platform.
- 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.

**Key Responsibilities**

**CRM Strategy**:

- Develop and execute a CRM strategy aligned with the overall vision and strategy of Affluent CRM Program and meeting the needs of SCB frontliners 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 RM journeys from prospecting to servicing. Understand the needs of different sales/distribution 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 collaboration and dependencies with other downstream squads/ Products such as Onboarding, Wealth,

**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.

**Processes**:

- Awareness and understanding of governance processes such as delivery risk assessment & change risk assessment, and operational risk assessment of the project

**People & Talent**:

- Lead the squad through example and build the appropriate culture and values.

**Risk Management**:

- Identify key risks & issues for project and put in place appropriate controls and measures. Timely closure of cybersecurity (ICS) risks

**Governance**:

- Adherence to project governance framework including executing project on budget, providing accurate budget forecasts, Azure DevOps (ADO) user story hygiene, allocation of timesheet, ensuring pre-Go Live checks such as architecture & tech council approvals, SIA, UAT sign off, and updating Customer Go-Live (CGL) in project management system (Clarity).

**Regulatory & Business Conduct**
- Display exemplary conduct and live by the Group’s Values and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Effectively and collaboratively identify, escalate, miti

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