Job Description

Experience

: 7 - 10 years

Location

: Pune (Onsite)

Purpose of the Role:

Lead and manage the SAP CRM on HANA solution for Clients Customer Interaction Centre (CIC). Act as a Functional SME (Subject Matter Expert) with deep hands-on experience in SAP CRM on HANA. Ensure seamless integration and functionality of SAP CRM with S/4HANA and Fiori apps. Drive strategic business transformation initiatives using CRM capabilities. Serve as a trusted advisor to CIC leadership, ensuring alignment with industry best practices.

Key Responsibilities:

Lead a team of functional and technical consultants for SAP CRM on HANA. Plan, execute, and monitor new SAP CRM-related initiatives with end-to-end accountability. Analyze complex business scenarios and deliver "What-If Analysis" to assist decision-making. Identify automation opportunities and implement business process improvements using CRM tools. Build and maintain business process controls, KPIs, and operational dashboards. Collaborate with stakeholders to gather business needs and convert them into SAP CRM solutions. Ensure seamless functioning and enhancement of the following SAP CRM sub- modules: + Complaint Management.
+ Installation Management.
+ Commissioning Management.
+ Annual Maintenance Contract (AMC) Management.
+ Warranty Registration Management.
+ ERP Sale Order Creation.
Conduct Business Process Workshops and end-user training sessions. Manage stakeholder communications including regular steering committee meetings. Collaborate with third-party vendors and internal teams for system enhancements and upgrades. Maintain issue logs and lead resolution efforts to ensure minimum business disruption. Contribute to Knowledge Management initiatives including policy creation and process documentation. Stay updated with emerging trends in SAP CRM and recommend innovations aligned with customers business goals.

Technical Skills Requirement:

SAP CRM Functional Skills (ABAP skills is add-on).

Managerial Skills Requirement:

Excellent development & troubleshooting skills and manage system support. Good communication skills. Ability to work with the functional team closely. * Ability to work collaboratively in a team environment and willingness to provide support to peers & manage internal stakeholders & vendor resources.