CRM Business Analyst

InnovaziT (A Happiest Minds company); Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

InnovaziT (A Happiest Minds company) is seeking a CRM Services Business Analyst to lead transformation initiatives in Banking Services from design through value realization. You will own end-to-end processes, drive automations and AI-enabled scenarios, and collaborate with cross-functional teams.

The role requires deep CRM familiarity, especially with Salesforce Service Cloud, experience with retail and corporate banking processes, and a strong agile mindset.

Qualifications

• Must own banking services transformation initiatives from design to value realization.
• Proven end-to-end CRM design, implementation, validation and adoption.
• Experience with contact centers, branches, products, segments and backoffice teams.
• Knowledge of CRM platforms, including Salesforce Service Cloud.
• Experience with Retail and Corporate banking processes.
• Familiarity with AI scenarios and agents is a plus.
• Fluent in Agile principles.
• Fast joining time preferred.
• Location: Abu Dhabi / Dubai (Dubai requires regular commute).

Responsibilities

• Own banking services processes transformation initiatives.
• Design, implement, validate and drive value realization.
• Lead straight-through processes and automation efforts.
• Collaborate with contact center, branches and backoffice teams.
• Work with Sales, Relationship Management and Marketing as needed.

Skills

Banking services transformation

Automation & STP

AI scenarios / agents

CRM platforms knowledge

Sales & Relationship management

Marketing knowledge

Agile principles

Contact center knowledge

Backoffice processes

Retail & corporate processes

Tools

Salesforce Service Cloud

Job description

CRM Services BA

1. Solid experience and proven ownership in Banking Services Processes Transformation (must)


2. Proven track record in design, implementation, validation, adoption and determine value realization of Banking Services - including automations/STPs - straight through processes (must) - and AI scenarios/agents (preferred)


3. Know-how on contact center, branches, products, segments and backoffice teams way or work with Services (must)


4. Knowledge of CRM platforms (must), including Salesforce Service Cloud (preferred)


5. General understanding of banking systems (preferred)


6. Experience with Retail customer processes (must) and Corporate processes (preferred)


7. Experience in other areas such as Sales, Relationship Management and Marketing (optional)


8. Fluent in Agile principles (preferred)


9. Quick joining time (preferred)


10. Location: Abu Dhabi / Dubai (if Dubai, regular commute is required)

Skills

Hiring of a business person for a CRM Services Business Analyst role