CRM Functional Lead

EY; Pune District, Mumbai, Bengaluru; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

EY Pune is seeking an experienced Business Analyst to engage with business stakeholders, elicit requirements, and translate them into CRM capabilities across lead management, policy servicing, claims processing and renewals in the insurance domain.

You will work with business analysts to create user stories, review feedback, and coordinate with architects and SPOCs to document integration requirements and data mapping with core systems and third-party services.

Qualifications

• 8-12 years of business analysis experience, with proven experience in delivering CRM solutions in the insurance domain (preferably life insurance) in India.
• Strong expertise in CRM system requirements & data model, customer-facing processes and integration requirements for insurance sector organisations.
• Should have experience in implementing different type of service requests (eg alterations, payout, reinstatement) and related automations and integrations.
• Good knowledge in Microsoft Dynamic CRM features and configuration capabilities and certi% cations will be preferred.
• Should have skill in project methodologies (Agile, Hybrid) and project management tools (eg JIRA, MS DevOps).
• Leverage AI-enabled tools/platforms to accelerate solution delivery.

Responsibilities

• Engage with business stakeholders to elicit business requirements, translate to system requirements and conduct t-gap analysis with CRM functionalities.
• Work with business analysts for creation of user stories with required artifacts and collaborate with stakeholders for user stories feedback review and sign-o.

Skills

CRM requirements

Data model understanding

Insurance domain knowledge

Agile methodologies

AI-enabled tools

Tools

JIRA

MS DevOps

Job description

Role & responsibilities

• Engage with business stakeholders to elicit business requirements, translate to system requirements and conduct t-gap analysis with CRM functionalities.
• Work with business analysts for creation of user stories with required artifacts and collaborate with stakeholders for user stories feedback review and sign-o.
• Leverage knowledge of insurance domain processes and system requirements for design of CRM system functionalities (eg in Lead Management, Policy Servicing, Claims Processing, Renewals, Customer 360).
• Collaborate with technical architects and SPOCs to analyse and document integration requirements and data mapping with core systems (eg PAS, DMS, EDW) and third-party services (eg NSDL, KARZA, CKYC).
• End-to-End Functional support over the entire SDLC Lifecycle for seamless project delivery including solution design, development, integration, testing, rollout and hyper-care.

Quali cations:

• 8-12 years of business analysis experience, with proven experience in delivering CRM solutions in the insurance domain (preferably life insurance) in India.
• Strong expertise in CRM system requirements & data model, customer-facing processes and integration requirements for insurance sector organisations.
• Should have experience in implementing dierent type of service requests (eg alterations, payout, reinstatement) and related automations and integrations.
• Good knowledge in Microsoft Dynamic CRM features and con guration capabilities and certi cations will be preferred.
• Should have skill in project methodologies (Agile, Hybrid) and project management tools (eg JIRA, MS DevOps).
• Leverage AI-enabled tools/platforms to accelerate solution delivery.