Roles and responsibilities
- Experience in managing multiple teams, clients across end-to-end Salesforce CRM development, implementation and quality assurance
- Structured thinking to adapt quickly to changes in policy, processes and business priorities with demonstrated business operations experience
- Define systems strategy, develop system requirements, designing, prototyping, and testing custom technology solutions, and supporting system implementation.
- Interact with onshore stakeholders to understand requirements, suggest design changes, communicate daily status, and reporting. Manage stakeholders & escalations
- Analyze business to track & improve metrics & profitability
- Strong people leadership skills and leading by example
- Lead, guide, coach and motivate team members to their optimum performance levels and career development.
- Assist in implementing strategies for talent acquisition, development &retention
- Ensure quality project delivery of engagements led by self
- Support practice development initiatives, which include knowledge management, point of view development, services standardization, etc.
- Possesses good understanding of general project management principles
Required Education / Professional Qualifications
- MBA from a reputed college is preferred.
Prior Experience:
- The candidate must have 10+ years of relevant experience in a similar role, particularly in a professional services firm/consulting/Big 4.
Experience & Background
- 14+ years of experience in business operations and /or delivery in Big 4 or shared services of large corporates with exposure to working with onshore teams
- Deep understanding and hands-on experience implementing enterprise level applications
- Excellent knowledge of Salesforce products and services such as Education Cloud, Salesforce OmniStudio (OmniScripts/Integration Procedures), Service Cloud, Salesforce Experience Cloud and Force.com
- Good understanding of the industry best practices and proven experience implementing these best practices
- Experience operating in Shared Services or offshore-onshore teams
- Ability to perform in a fluid changing environment (consulting)
- Should have excellent communication skills and prior experience of interacting independently with global stakeholders
Expected Skills
- Manage end-to-end delivery for multiple projects in the CRM domain:
- Strong analytical and critical thinking acumen
- Extensive experience working with global clients
- Effective verbal and written communication skills
- Maintain data confidentiality and adherence to the risk management policy
- Organized approach and able to work under pressure
- Willingness to work in a highly demanding and results oriented team environment where priorities can change frequently
- Highly focused on detail and accuracy of information presented
- Willingness to travel overseas for extended periods if required