Job Title: Customer Relationship Management Specialist
Hiring Organization: Jubilee
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/12/2024
Job Ref. No. JLIL209
Role Purpose
The CRM
Expert overall role is to ensure optimal availability, configuration, and
utilization of Jubilee Insurance system applications in a manner that meets the
internal customers’ requirements, creates efficient and business supporting
solutions whilst maintaining relationships with vendors, users, and key
stakeholders by applying best practice project management practices in the
implementation of system changes and enhancements. The role holder will be
responsible for the design and development of modifications or extensions to
the Jubilee Holdings CRM & Microsoft Dynamics applications.
Main
Responsibilities
Strategy:
- Develop
and execute strategic plans for the enhancement and optimization of
Jubilee Holdings CRM & Microsoft Dynamics applications.
- Align
CRM initiatives with business goals and objectives, driving operational
efficiency and customer satisfaction.
- Evaluate
CRM system performance and identify opportunities for continuous
improvement and innovation.
- Collaborate
with stakeholders to define project scope, objectives, and resource
requirements for CRM enhancement projects.
- Implement
best practices in project management to ensure the successful
implementation of system changes and enhancements.
Operational:
- Administration
and proactive monitoring of Jubilee Holdings business applications
primarily, but not limited to; Microsoft AX, (D365FO), and Dynamics CRM by
developing necessary measures through regular business system maintenance
to achieve optimal system functioning as per internal S.L.As.
- Gains
understanding of internal customer needs, communicates and collaborates
with other consultants and support teams to develop business cases for
system changes.
- Support
the implementation of cloud ERP (Dynamics 365FO) through offering
technical leadership in scoping, requirements, testing, Go Live and Post
Go Live.
- Provides
technical input in creating and documenting functional specifications when
customizations or extensions to the Microsoft ERP & CRM solutions are
required.
- Reviews
the applications regularly to support system innovation: Gathers business
requirements from the business users, converts to technical
specifications, codes, and maintains complex components of the Microsoft
Dynamics ERP and CRM application such as server-side code, custom business
logic, integration modules, workflow assemblies and plug-ins.
- Responsible
for data related development tasks such as: developing data migration
procedures to ensure seamless data exchange to Microsoft ERP/Dynamics from
Jubilee core insurance systems, migrating required data sources into the
Microsoft’s sources, ensuring proper alignment of data models.
- Support
integrations with Dynamics CRM and ERP through proactive monitoring and
escalation of any level 2 integration support issues.
- Responsible
for coding, unit testing, facilitating system acceptance testing and
creating supporting documentation: Maintains functional specification
documents for systems including user licenses utilization, change
requests, test reports, user access lists and system controls reviews and
improvements.
- Develop
relevant ICT user application software training programs to ensure optimal
utilization of the software.
- Execution
of security matrices for systems through regular review of system rights
and access to enforce system controls within the applications.
- Review
and advise the organization on proper application software licensing to
safeguard Company interests from litigation due to licensing
non-compliance.
- Implement
disaster recovery and back-up procedures and information security and
control structures in line with the ICT policies as applicable to
application software.
Corporate
Governance (Regulatory and Compliance):
- Ensure
compliance with industry regulations, data privacy laws, and corporate
governance standards within CRM systems.
- Implement
robust security measures to safeguard sensitive information and mitigate
potential risks.
- Maintain
relationships with CRM vendors, ensuring adherence to vendor contracts and
service level agreements.
- Facilitate
training programs for end-users to promote CRM system proficiency and
adherence to corporate policies and procedures
Key
Competencies
- Demonstrated
experience and understanding of insurance industry dynamics, processes,
and regulations.
- Proficiency
in configuring, customizing, and optimizing CRM systems.
- Ability
to lead and manage CRM enhancement projects, defining project scope,
timelines, and resource requirements.
- Strong
interpersonal skills with the ability to build and maintain relationships
with key stakeholders across various departments.
- Capacity
to analyse complex data sets, identify trends, and make data-driven
decisions to drive CRM system optimization.
- Proven
ability to troubleshoot system issues, address user inquiries, and
implement effective solutions.
- Excellent
verbal and written communication skills, with the ability to convey
technical concepts to non-technical stakeholders effectively.
Qualifications
- Bachelor’s
degree in technology related field 2. Dynamics365 Fundamentals(CRM).
- Dynamics365
Fundamentals(ERP).
- Power
Platform Fundamentals.
- Project
Management Certification Agile Methodologies, PMP or Lean Six Sigma will
be an added advantage.
Relevant
Experience
- Minimum
of three (3) years’ experience in ERP and CRM
administration/development/Implementation
- Experience
in the insurance industry is preferred.
- Proficiency
in Dynamics ERP and CRM, ASP.NET, C#, and service-oriented architecture.
- Experience
in System Implementations & Projects
- Proficiency
in Integrations both into and out of Dynamics CRM, ERP.
- Experience
with D365 Integration Technologies – MS Power Platform, Azure Logic Apps,
Batch Data API, OData, Web
- Services.
- Lifecycle,
and familiarity with regulatory requirements and compliance standards.
How To
Apply
If you
are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com
quoting the Job Reference Number and Position by 19th March 2024
Only shortlisted candidates will be contacted.