Full Time CRM Business Process Analyst Jobs, Salary up to MYR 6,000 in Kamlax Global Technologies SDN BHD Federal Territory - Maukerja

CRM Business Process & Change Management Analyst

Industry: Banking & Financial Services
Location: Kuala Lumpur
Experience Required: 7+ Years

About the Role

We are seeking an experienced CRM Business Process & Change Management Analyst to drive CRM optimization, business process improvement, and change management initiatives within a leading organization in the Banking & Financial Services industry.

The successful candidate will work closely with business stakeholders and technology teams to enhance customer experience, improve sales processes, and ensure successful adoption of CRM solutions across the organization.

Key ResponsibilitiesCRM Process Improvement

• Optimize CRM systems to enhance customer journeys, customer interactions, and overall business efficiency.
• Define, review, and improve CRM process flows and supporting platforms.
• Identify opportunities for process enhancement and recommend best practices.
• Support and manage CRM-related transformation initiatives and special projects.

Business Analysis & Requirements Gathering

• Collaborate with stakeholders to understand business requirements and CRM needs.
• Conduct workshops, interviews, and discussions to gather detailed requirements.
• Document business requirements and CRM solution specifications.

Process Mapping & Optimization

• Analyze current customer interaction and sales processes.
• Identify process gaps, bottlenecks, and improvement opportunities.
• Recommend solutions to improve operational efficiency and customer experience.
• Drive continuous improvement initiatives based on user feedback and business needs.

CRM Implementation & User Adoption

• Work closely with technology teams to support CRM configuration and implementation activities.
• Ensure CRM solutions align with business objectives and user requirements.
• Develop training materials, user guides, and change management documentation.
• Conduct end-user training and provide ongoing support.

Change Management & Stakeholder Management

• Drive adoption of CRM solutions and best practices across business users.
• Maintain regular communication with stakeholders on project progress and updates.
• Facilitate discussions to ensure alignment between business objectives and CRM initiatives.
• Gather feedback and support organizational change efforts.

RequirementsExperience

• Minimum 5 years of experience in system development or business transformation projects.
• At least 3 years of experience in:
• Business Process Re-engineering (BPR), or
• Change Management.
• Experience in CRM implementation projects is highly preferred.
• Exposure to the Banking or Financial Services industry will be an added advantage.

Technical Skills

• Experience with CRM platforms such as:
• Salesforce
• CRMNext
• Microsoft Dynamics
• Proficient in:
• Microsoft Excel
• Microsoft Word
• Process Mapping / Workflow Tools
• Understanding of CRM processes, customer lifecycle management, and business process optimization.

Business & Soft Skills

• Strong analytical and problem-solving skills.
• Excellent business acumen and understanding of business processes.
• Strong communication and stakeholder management skills.
• Ability to prepare clear business and solution documentation.
• Strong collaboration skills with cross-functional teams.

Education

• Bachelor's Degree in Business Administration, Information Technology, or a related field.

Pay: From RM6,000.00 per month

Application Question(s):

• How many years of experience do you have in CRM implementation, Business Process Re-engineering (BPR), or Change Management projects?

Work Location: In person