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