About the Job:
The company is seeking a platform-neutral Functional CRM Consultant / Business Subject Matter Expert (SME) to lead the definition of business requirements and ensure that the Request for Proposal (RFP) clearly reflects outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). This role focuses on understanding what the customer needs the CRM system to do, rather than concentrating on specific platforms like Salesforce or Microsoft.
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Responsibilities:
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Business & Process Assessment:
- Lead workshops with Corporate and Investment Banking stakeholders to capture relationship management needs, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking, servicing, complaints, SLAs, and client communications history.
- Document current-state pain points and target-state expectations.
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Functional Scope Definition:
- Build a functional requirements catalogue that is platform-neutral and prioritized (Must/Should/Could).
- Ensure the catalogue is written in measurable, testable language and includes defined user personas, roles, and service volumes.
- Clearly document scope boundaries and assumptions.
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Customer & Service Journey Design:
- Define end-to-end customer journeys and key business flows.
- Capture SLA and escalation requirements as well as define operational KPIs and reporting expectations.
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RFP Authoring & Vendor Evaluation Support:
- Draft the functional sections of the RFP and define demo scenarios for vendors.
- Support the evaluation of vendor responses from a business capability perspective and identify functional gaps, risks, and process impacts.
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Change & Adoption Considerations:
- Identify organizational and process change implications.
- Outline training and adoption needs, highlighting dependencies on policy, governance, or the operating model.
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Reporting & Outputs:
- Prepare functional requirements packs, process and journey documentation, demo scripts, scoring criteria, functional gap and risk logs, and contribute to the final assessment recommendation.
Required Skills:
- Strong CRM functional background
- Extensive experience in Corporate Investment Banking (CIB)
- Experience in requirements structuring
- Proven track record in 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
Language Requirements: Not specified.
