Job Description

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