The B2B CS CRM Technology team is part of Payment Product Development (PPD) Technology team of Visa user Sales, Client Services & Experiences function. This team works closely with business owners of these services to deliver industry leading packaged software and customer developed solutions. Team’s responsibility includes managing system requirements, design, development, integration, quality assurance, implementation, and maintenance of corporate applications.
The MSD 365 CRM/CRM Portal Director (Delivery Manager) is a multifaceted role that combines project management, delivery management and systems analysis responsibilities. The CRM Delivery Manager embodies strategic thinking with tactical execution and is responsible for project delivery, service delivery, operational excellence, people management, vendor management, requirements management and business relationship management. This role will be based in our Bangalore office. The successful candidate will bring extensive experience in developing & architecting MSD 365 CRM Portals technical solutions and will lead the CRM Portal team for the respective business functions. This role will participate in various design discussions, create solution design deliverables, and develop technologies and ensure successful delivery of business capabilities.
Key responsibilities:
· Provide management, technical leadership and mentoring of team members reporting from local and non-local regions.
· Support the workforce plan.
· Foster business partnerships, develop trust with business partners and stakeholders, understand business needs particularly within the context of Visa's core business, and seek to enable their business success.
· Responsible for the B2B CRM Portal Technology program and project initiation and execution including:
o Requirements management inclusive of partnering with business stakeholders to obtain and understand requirements, conduct fit-gap analysis, analyze options and designs for customer experience.
o Creation of project specific Conceptual Approach (CA) that analyzes and defines potential solution architectures and provides product recommendations as/if appropriate.
o Timeline creation and obtaining resource commitments from various business and technical project stakeholders.
· Design, architect and implement solution for our business partners using MSD 365 CRM Portals.
· Lead, manage and drive the project delivery from the front by liaising with IT and Business stakeholders.
· Define the scope of the project in collaboration with business and IT stakeholders.
· Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project.
· Determine the resources (time, money, equipment, etc.) required to complete the project.
· Develop a schedule for project completion that effectively allocates the resources to the activities.
· Determine the objectives and measures upon which the project will be evaluated at its completion.
· Execute the project according to the project plan.
· Conduct gate reviews with stakeholders and meet the milestones laid out for the project.
· Define the architecture to identify and develop the right solution to meet the business requirements and expectations.
· Monitor the progress of the project and adjust as necessary to ensure the successful completion of the project.
· Able to work on multiple projects and initiatives with different/competing timelines and demands.
· Review the quality of the work completed with the project team on a regular basis to ensure it meets the Visa project and development methodology standards.
· Promote DevOps, Agile and Lean delivery model to improve the speed and quality of delivery.
· Manage and collaborate with product vendors and systems integrators and deliver solutions on time and on budget.
· Work with enterprise and domain architects as needed to evolve strategies, policies, processes and procedures, blueprints and standards related to sales force platform, components, and protocols.
· Drive for operational excellence to reduce the technical debt and be fully accountable for the end-to-end management of the services you are in charge.
· Work with limited direction, usually within a complex environment, to drive delivery of solutions and meet service levels.
· Responsible for evaluating, guiding, and coaching the team reporting to you.
· Strive for teams' growth and promote a better work life balance.
· Build a collaborative and conducive environment for the team to deliver the best of their ability.
· Align with function leadership on Goals, OKR’s and key metrics to ensure CRM function is successful.
· Own critical Visa applications/services necessitating in coordination with teams in different time zones, including during non-standard hours as necessary.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
