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.