Job Description

About the Role:

We are seeking a

Subject Matter Expert (SME) in CRM Workflows

to lead the

design and implementation of automated workflows

for banking operations. The ideal candidate will have

deep expertise in CRM platforms, process automation, operational efficiency, and compliance-driven workflow optimization

.

Key Responsibilities:

Lead the

design, configuration, and deployment of automated workflows

within the CRM system for

banking operations

. Collaborate with stakeholders to map

existing processes

and optimize them through

workflow automation

. Ensure seamless

integration of CRM workflows with core banking systems, contact center solutions, and digital banking platforms

. Define and implement

role-based access controls, approval hierarchies, and case management processes

. Work on

customer onboarding, account maintenance, KYC, loan processing, dispute resolution, and service request automation

. Ensure compliance with

banking regulations, data security policies, and audit requirements

. Leverage

AI-powered automation, predictive analytics, and rule-based triggers

to enhance process efficiency. Oversee

testing, user acceptance, and training

to ensure a smooth transition to automated workflows. Continuously assess and refine workflows to improve

efficiency, accuracy, and turnaround time

.

Required Skills & Experience:

5+ years

of experience in

CRM workflow implementation within banking or financial services

. Hands-on expertise with

CRM platforms (Salesforce, Microsoft Dynamics, Pega, or equivalent)

. Strong knowledge of

workflow automation, business process modelling (BPM), and case management

. Experience in

multi-country, multi-currency banking operations

. Understanding of

compliance frameworks, risk management, and regulatory reporting

. Hands-on experience with

API integrations, RPA, and AI-driven process automation

. Strong

stakeholder management and training experience

for end-user adoption.

Preferred Qualifications:

Certifications in

CRM platforms (Salesforce, MS Dynamics, Pega, or equivalent)

. Experience in

AI-driven process automation and digital banking transformation

.
Background in

compliance-driven workflow optimization for banking operations

Job Type: Full-time

Pay: ₹1,500,000.00 - ₹2,000,000.00 per month

Work Location: In person

Speak with the employer

+91 9485228109