Zoho CRM Functional Consultant

Job Description Role Overview We are seeking a highly skilled Zoho CRM Functional Consultant with strong expertise in the Saudi Arabian insurance sector, including statutory, regulatory, and operational workflows mandated by SAMA (Saudi Central Bank). The candidate must understand insurance domain processes, required API integrations, and compliance frameworks to ensure the successful implementation of Zoho CRM for a leading insurance provider in Saudi Arabia. Key Responsibilities - CRM Solution Design & Implementation - Lead end-to-end design, configuration, and deployment of Zoho CRM tailored to insurance workflows (Policy Issuance, Endorsements, Renewals, Claims, Motor/Health/Property lines, etc.). - Customize modules, blueprints, approvals, workflows, scoring rules, and automation for insurance customer journeys. - Design dashboards, reports, and analytics aligned to Insurance KPIs. - Saudi Insurance Domain Expertise - Ensure CRM processes comply with SAMA regulations, insurance distribution guidelines, and audit trails. - Implement necessary fields, validations, and checks for insurance products as per Saudi regulatory norms. - Work with business teams to localize CRM processes to Saudi market practices (Tawuniya, Bupa, Najm processes, etc.). - API Integration & Technical Coordination - Identify, map, and coordinate integrations with: - Insurance Core Systems / Policy Admin Systems (PAS) - Tawuniya / Najm / CCHI / Absher / SIMAH - Payment gateways (Mada, STC Pay, HyperPay) - SMS/Email gateways approved in Saudi Arabia - Prepare API documentation, test cases, mapping sheets, and support technical teams during integration. - Work with Zoho ecosystem tools Zoho Flow, Zoho Creator, Zoho Analytics, Zoho Desk, Zoho Books if required. - Compliance, Data Governance & Security - Ensure CRM design supports data privacy, customer identity validation, and audit compliance as per KSA standards. - Oversee proper handling of customer KYC, policy data, and compliance with local data retention guidelines. - Stakeholder & Project Management - Conduct requirement workshops with insurance operations, underwriting, customer service, and sales teams. - Prepare BRDs, FRDs, process flows, solution documents. - Train internal users and ensure adoption with proper documentation and user manuals. Technical Skills Required Skills & Qualifications - Strong hands-on experience in Zoho CRM administration & customization. - Working knowledge of REST APIs, JSON, Postman, API authentication mechanisms. - Experience with integrations in insurance workflows. - Knowledge of Zoho functions (Deluge), workflows, and automation. Domain Expertise - Must have strong understanding of Saudi Arabian insurance ecosystem, such as: - SAMA regulatory requirements - CCHI processes for health insurance - Motor insurance integration (Najm) - Policy lifecycle processes - Claims management regulatory steps - Familiarity with KSA-compliant payment and communication channels. Soft Skills - Strong analytical capabilities and documentation skills. - Ability to interact with senior stakeholders from insurance and IT. - Excellent communication and presentation skills. Preferred Qualifications - Prior experience implementing CRM for an insurance company in Saudi Arabia. - Zoho certifications (Zoho CRM Administrator, Zoho Creator Developer, Zoho Flow Expert). - Experience with multi-system integration projects. Skills: zoho blueprints & workflows,zoho creator,api integration (rest/json/postman),sama regulatory compliance,policy & claims lifecycle management,saudi insurance domain knowledge,zoho deluge scripting,cchi / najm process knowledge,zoho flow,zoho crm customization,json / xml,zoho analytics,crm data governance / security