About this role
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:
-
Relationship management needs
-
Client onboarding journey
-
Credit lifecycle touchpoints
-
Deal and pipeline tracking
-
Servicing, complaints, and SLAs
-
Client communications and interaction history
-
Document current-state pain points and target-state expectations.
-
Functional Scope Definition:
Build a functional requirements catalogue that is:
-
Platform-neutral
-
Prioritized (Must / Should / Could)
-
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
-
Other
-
Languages
-
English: C2 Proficient
-
Seniority
-
Lead
-
Abu Dhabi, United Arab Emirates
-
Req. VR-125734
-
Other Packaged Software
-
BCM Industry
-
26/10/2026
-
Req. VR-125734