CRM Technical Lead

Job Description:

This position will lead technology delivery of CRM “Client Relationship Management” solutions supporting a business function.  The successful candidate will be responsible for business engagement, strategy, and transformation of CRM experience across desktop, tablet and mobile platforms solutions.

The candidate will significantly evolve the capabilities of the organization and cultivate an environment of perpetual innovation and transformation in how we do business today. The complexity and criticality of this work require an individual who brings deep business understanding of Consumer sales process, technical expertise in digital/automation engineering, financial services business acumen and senior leadership, influence and execution skills to the role. 

The following details specific responsibilities for this critical role:

• Drive technology-based transformation in core process by designing

• Responsible for leading application development within an Agile development environment.

• Able to deliver micro-services using rapid development and visual designs

• Drive the successful rollout and/or integration of the CRM/Salesforce platform.

• Serves as primary technology partner to the business partners.

• Manages a team of 30 (includes flex resources)

• Develop a diverse leadership team & organization; build an organization with rigorous  management discipline (fiscal, risk, people), technology expertise and innovation.

• Understands client & business partner feedback and works strategically with the business to evolve the technology enablement to create competitive advantage and improve client satisfaction in the marketplace.   

• Build relationships with key partners in a highly matrix environment

• Provide strong leadership to a geographically dispersed team.   

• Recruit, hire, retain and develop top talent within the function. 

• Drive the organization to achieve best-in-class capabilities, quality, and economics.

• Assess current state, desired capabilities and greatest opportunities for impact.  Ensure the right short and long term decisions are made with focus on the strategic priorities of the Company.

• Proactively manage risk.  Integrate fundamental Risk Management principles into all execution considerations.

Required Skills:

• Hands on experience in managing Client Relationship Management platforms

• In-depth experience with Salesforce

• Strong knowledge of Sales Lifecycle

• Strong experience in transforming teams from “Waterfall” to “Agile”

• Strong experience in running enterprise solutions

• At least 10 years of experience in a Financial Institution

• Ability to innovate and transform using AI

• Seasoned professional with track record of performance for influencing sophisticated business partners with competing priorities

• Proven technology management discipline (financials, resource planning, ops risk/security)

• Operate effectively in a highly regulated environment, ensuring that Bank of America can comply with evolving standards from the Consumer Financial Protection Bureau

• Excellent partner & teammate to peers; can influence & resolve across organizational lines

• Superb relationship management and communication skills.  Fantastic listener who can navigate the organization and bring multiple stakeholders together to achieve strategic business goals

• Drives operational excellence

• Optimizes the balance between risk & reward

• Promotes innovation:

- Challenges the status quo to transform the business

- Proactively identifies opportunities to reduce costs and add value

- Delivers innovative products and solutions while working within company constraints

• Strong influencing skills and the ability to assess key stakeholder perspectives and adapt style to navigate cultural diversity

• Pride of Ownership – feel a sense of personal accountability to drive execution from start to finish

• Professional executive demeanor; decisive with highly versatile interpersonal skills

• Individual who thrives in a high intensity environment with multiple and competing priorities

• Unquestionable business and personal integrity and values congruent with those of the organization

Desired Skills:

• Salesforce Lightening and Financial Services Cloud (FSC) experience

• Hands on development experience

• Enterprise Integration Frameworks (E.g., Mule, Informatica etc.)

Shift:

Hours Per Week: