T&T Manager - Operations, Industry & Domain Solutions (Sales & Service Transformation) - VN

Deloitte PLT; Kuala Lumpur; On-site; MYR 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a T&T Manager to lead CRM initiatives within the banking sector. This role involves managing project implementations, designing customer engagement strategies, and ensuring alignment with industry standards. You will collaborate with diverse teams to drive transformation and enhance operational efficiency. The ideal candidate will possess strong analytical and communication skills, with a proven track record in project management. Join a forward-thinking organization committed to making a positive impact in the financial services industry and unleash your potential with us.

Qualifications

• Strong understanding of CRM functionalities specific to banking.
• Minimum 8 years in Consulting or Financial Services Industries.

Responsibilities

• Manage end-to-end implementation of CRM processes.
• Collaborate with stakeholders to ensure project execution.

Skills

CRM Process Design

Project Management

Analytical Skills

Communication Skills

Human-Centered Design Thinking

Education

Tertiary qualification in business, actuarial, finance or technology

MBA qualification

Tools

Excel

PowerPoint

Job description

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T&T Manager - Operations, Industry & Domain Solutions (Sales & Service Transformation) - VN

Date: 17 Apr 2025

Type of Employment: Permanent Full Time

Location:

Hanoi, Hanoi, VN Ho Chi Minh City, Ho Chi Minh City, VN

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Deloitte’s Financial Services industry group strives to support clients in addressing the challenges that impact today’s industry. Our member firm’s global network engages with clients to refine their business models through innovative practices, improved processes and enabling information technologies.

You will work alongside our clients to help them make decisions and implement solutions based on "Heart of the Business" issues and problem statements from architecting the strategic transformation agenda through to driving business value through execution and implementation.

You will work across all key segments within banking (retail, SME, wholesale, and wealth) and drive the latest and best-in-class transformation narrative for our banking sector clients across SEA. Typical engagements which you could be involved in include:

• Front office / sales and service transformation
• Omni-channel customer journey and experience design
• Digital enablement and platform implementation

We are looking for a knowledgeable and experienced candidate with a strong understanding of CRM processes within the banking sector. The ideal candidate will lead the design and implementation of CRM processes tailored to enhance customer relationships and operational efficiency in our consulting firm.

You will support Deloitte and client’s business growth by:

• Project Leadership: Manage the end-to-end implementation of CRM, ensuring alignment with banking industry standards and best practices.
• Process Design: Lead the design of CRM processes that facilitate customer engagement, segmentation, and personalization across sales and service channels ensuring they meet the unique needs of banking clients.
• Stakeholder Engagement: Collaborate with internal stakeholders, including business, operations, sales, marketing, and IT teams, to gather requirements and ensure successful project execution.
• Risk Assessment: Identify potential risks in CRM implementation and develop strategies to mitigate them effectively.
• Training and Development: Work with change management team to provide comprehensive training to staff on new CRM processes and tools, ensuring smooth adoption across the organization.
• Performance Monitoring: Track project milestones and deliverables, adjusting plans as necessary to meet objectives.
• Customer Insights: Utilize analytics to gain insights into customer behavior and preferences, driving data-informed decision-making for CRM strategies.
• Documentation: Maintain thorough documentation of project plans, process designs, and training materials.

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Managers across our Firm are expected to:

• Develop diverse, high-performing people and teams through new and meaningful development opportunities.
• Collaborate effectively to build productive relationships and networks.
• Understand and lead the execution of key objectives and priorities for internal as well as external stakeholders.
• Align your team to key objectives as well as set clear priorities and direction.
• Make informed decisions that positively impact the sustainable financial performance and enhance the quality of outcomes.
• Influence stakeholders, teams, and individuals positively – leading by example and providing equal opportunities for our people to grow, develop and succeed.
• Lead with integrity and make a strong positive impact by energising others, valuing individual differences, recognising contributions, and inspiring self-belief.
• Deliver superior value and high-quality results to stakeholders while driving high performance from people across Deloitte.
• Apply their understanding of disruptive trends and competitor activity to recommend changes, in line with leading practices.

Requirements:

If you are someone with:

• Tertiary qualification in a business, actuarial, finance or technology discipline.
• Currently enrolled in an MBA program or have obtained the qualification with a well ranked institution.
• Minimum 8 years of working experience in the Consulting Industry and/or Financial Services Industry – Banking Institutions.
• Strong knowledge of CRM functionalities specific to banking, including customer segmentation and personalization strategies
• Proficient in project management methodologies (Agile, Waterfall).
• Excellent communication skills for effective collaboration with diverse teams.
• Analytical skills for interpreting customer data and driving process improvements
• Human-centered design thinking, logical structuring, and analytical problem-solving skills
• Tech fluency and knowledge to provide advice to business, experience and understanding of Cloud solutions and platform implementation
• Proficient in Excel and PowerPoint usage to present recommendations to client.
• Exceptional interpersonal, team building, and communication skills, with demonstrated ability to write clearly, succinctly, and in a manner that appeals to a wide audience.
• Ability to build consensus and foster change in ambiguous settings.

Due to volume of applications, we regret only shortlisted candidates will be notified.

Please note that Deloitte will never reach out to you directly via messaging platforms to offer you employment opportunities or request for money or your personal information. Kindly apply for roles that you are interested in via this official Deloitte website

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Requisition ID: 107263

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