Lead - Customer Centricity Unit/Senior Lead - Customer Centricity Unit

Bajaj Finserv

Website: bajajfinserv.in
Job details:
Location Name: Pune Corporate Office - Weikfield

Job Purpose

To lead the enterprise-wide (horizontal) Sales CRM implementation across Bajaj Finance for B2B by owning solution architecture, business requirement definition, stakeholder engagement, and PMO governance. The role ensures that Sales CRM solutions are aligned with business strategy, scalable enterprise architecture, and delivered with strong program controls, while managing a team of PMO professionals and driving collaboration across Business CoEs, Sales teams, IT, and external partners.

Duties And Responsibilities

Program Management Control – CRM PMO

•  Act as a coordination bridge between Business/CoEs and Technology teams, capturing B2B business expectations for CRM features and supporting feasibility assessment from an implementation and BFSI industry standpoint.
•  Support requirement grooming by breaking down complex business ideas into clear, concise, and implementable functional and non-functional requirements.
•  Assist in the review of Business User Stories and PRDs for assigned streams, conduct gap analysis, and support preparation of approach and solution documents in collaboration with IT and CoE teams.
•  Enrich and maintain B2B BRDs with a customer-first mindset, ensuring standardization and horizontal applicability across business units.
•  Contribute ideas for CRM process improvements, assess business impact with functional and CoE stakeholders, and coordinate feasibility discussions with IT teams.
•  Assist in preparation and coordination of B2B CRM Workflow feature presentations, including priorities, timelines, and quarterly plans, for leadership reviews and approvals.
•  Develop and maintain project trackers, plans, and dashboards for management reviews; track milestones, risks, dependencies, and action items.
•  Coordinate with technology teams on project roadmaps, release planning, testing schedules, and issue resolution.
•  Support UAT execution by coordinating test case preparation, participating in joint testing, and tracking defect resolution for CRM implementations.
•  Provide regular program updates and documentation to senior PMO members to support stakeholder communication and governance.
  
  
  

Program Management Control – Post Product Release Support

•  Support post-production monitoring of B2B Workflows by reviewing performance metrics and business feedback in coordination with Business and Technology teams.
•  Track and ensure data flows and workflow executions are functioning as defined, and support SLA adherence by highlighting deviations or issues.
•  Assist in conducting impact analysis for defects, enhancements, and major change requests, and escalate risks to senior PMO or solution owners.
•  Monitor technology and business KPIs, including funnel performance and pre- and post-approval journeys, and maintain regular performance reports.
•  Coordinate the design and execution of pre- and post-release surveys, and support preparation of market response and adoption analysis reports.
  
  
  

Internal and External Stakeholder Management

•  Stakeholder management and Business critical strategy building (Business, COE, Tech and F&A) associated with B2B Business and cross functions listed below
•  COE and Business Heads for requirement, solution closure, KPIs setup and
•  IT and Engineering for architecture, Solution closure, testing and final delivery.
  
  
  

External- NA|Team development

 Participate in recruitment process to identify the right talent for various positions within the team

 Establish individual goals for team members on quarterly/ annual basis and regularly review individual performance of the team

 Provide guidance and support at each stage of the Project lifecycle.

 Review Team’s output quality through iterative feedback process.

 Identify and create development opportunities for team members to enhance functional knowledge

 Ensure next line of leaders are ready for future and people feel sense of accomplishment and growth every time they deliver on their KPIs

Key Decisions / Dimensions

Following Decisions Are Taken By The Role

•  Acceptance and Rejection of Business use cases based on system capabilities and effort and cost required to develop the product feature.
•  Sign off on solution and architecture balancing between data sharing and business construct.
•  Project task prioritization based on management and leadership view.
  
  
  

Major Challenges

•  Changing scope of project by business/COE leads to lot of reworks.
•  Upskilling on system compatibilities and capabilities w.r.t CRM workflows.
•  Tech debt and legacy systems, change management and performance related challenges
•  Clear visibility on data and workflows from core systems to ancillary applications in Real time.
  
  
  

Qualifications

Required Qualifications and Experience

•  Post Graduate
  
  
  

Work Experience

 Minimum 5 - 8 Years experience in the areas - Program management, Online Business functions, and Project Management

 Understanding of IT systems & consumer facing digital platforms

 Sound understanding of Project Management Tools, Finance application and Analytical tools.

 Hands-on experience in Pre-Product research and prototyping will be beneficial. Click on Apply to know more.