Project description
Customer is seeking a platform-neutral Functional CRM Consultant / Business SME to lead business requirement definition and ensure the RFP reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). This role focuses on what Customer needs the CRM to do, not how Salesforce or Microsoft does it.
Responsibilities
- Business & Process Assessment
- Lead workshops with Corporate and Investment Banking stakeholders to capture: o Relationship management needs o Client onboarding journey o Credit lifecycle touchpoints o Deal and pipeline tracking o Servicing, complaints, and SLAs o Client communications and interaction history
- Document current-state pain points and target-state expectations. Functional Scope Definition:
- Build a functional requirements catalogue that is: o Platform-neutral o Prioritized (Must / Should / Could) o Written in measurable, testable language
- Define user personas, roles, and service volumes.
- Clearly document scope boundaries and assumptions. Customer & Service Journey Design:
- Define end-to-end journeys and key business flows.
- Capture SLA and escalation requirements.
- Define operational KPIs and reporting expectations. RFP Authoring & Vendor Evaluation Support:
- Draft the functional sections of the RFP.
- Define demo scenarios that vendors must follow.
- Support evaluation of vendor responses from a business capability perspective.
- Identify functional gaps, risks, and process impacts. Change & Adoption Considerations:
- Identify organizational and process change implications.
- Outline training and adoption needs.
- Highlight dependencies on policy, governance, or operating model. Reporting & Outputs:
- Functional requirements pack
- Process and journey documentation
- Demo scripts and scoring criteria
- Functional gap and risk log
- Input into final assessment recommendation
SKILLS
Must have
- Need a strong program manager with 15 to 20 years of experience to run the project. Required Experience
- Strong CRM functional background (banking/CIB preferred).
- Experience in requirements structuring.
- Experience running vendor or platform assessments.
- Strong workshop facilitation and stakeholder engagement skills. ________________________________________ Key Skills Business Process Design CRM Functional Expertise (platform-neutral mindset) Banking / CIB Domain Knowledge Requirements Capturing and Structuring Vendor Evaluation Support Stakeholder Facilitation Analytical Documentation Project Manager skills
Nice to have
NA