CRM Training and Enablement Specialist

2 weeks ago

Manila, National Capital Region, Philippines Security Bank Corporation Full time

About the Role

As the CRM Training & Enablement Specialist, you will play a crucial role in driving successful launch and usage of the CRM System through trainings and other enablement initiatives. Your primary focus will be on ensuring high user adoption, seamless transition, effective communication and aid in continuous improvement of our CRM system through effective change management strategies.

How you'll contribute

  • Proactively manage the service delivery by conducting regular surveys and assessments to gauge end-user satisfaction with the CRM system.
  • Collaborate with stakeholders to define key performance indicators (KPIs) and establish benchmarks for CRM usage and satisfaction.
  • Analyze survey data and feedback to identify trends, areas for improvement, and opportunities to enhance the overall user experience.
  • Develop and implement action plans based on survey findings to address identified issues and drive continuous improvement in CRM service delivery.
  • Assist in execution of CRM Surveys to gather insights into the effectiveness of CRM and its usage.
  • Utilize analytics tools to analyze Platform Rating Surveys, Service SSCs, and Division CSAT data, identifying patterns and correlations to inform decision-making.
  • Collaborate with cross-functional teams to develop learning plans tailored to each change initiative, ensuring alignment with organizational objectives and user needs.
  • Monitor the completion of learning plans and assess the impact of training interventions on user proficiency and adoption rates.
  • Conduct in-depth analysis of CRM Platform Surveys, identifying barriers to adoption and developing targeted action plans to drive user engagement and utilization.
  • Assist in the successful completion of Sales and Service Trainings, ensuring that training materials are comprehensive, accessible, and aligned with business requirements.
  • Help drive high user adoption rates by developing and executing targeted communication and engagement strategies, leveraging various channels and platforms.
  • Collaborate with stakeholders to conduct Division Surveys and Analytics, synthesizing findings to generate actionable insights and recommendations for CRM enhancement.
  • Partner with marketing and communication teams to design and implement effective campaigns and promotional activities to drive awareness and usage of the CRM platform.
  • Monitor key performance indicators (KPIs) related to change outcomes, tracking progress and identifying areas for refinement or further intervention as needed.

What we're looking for

  • Bachelor's degree in Computer Science/Information Technology, Industrial, Computer Engineering, Telecommunications, Mathematics/Statistics, Business Studies/Administration/Management, Economics, Finance/Accountancy/Banking, or Human Resource Management.
  • Solid understanding of change management methodologies and CRM systems, coupled with proficiency in interpreting data for informed decision-making.
  • Ability to design and deliver training programs, while effectively communicating with stakeholders to align CRM initiatives with business goals.
  • Leadership skills to inspire teams to embrace change, complemented by strong problem-solving abilities and meticulous attention to detail in executing change management plans.
  • Adaptability to navigate evolving priorities, ensuring successful CRM implementations and high user adoption rates.
  • At least 3-5 years of experience in a related field.
  • CRM Certification is a plus.

About Security Bank

Security Bank is one of the Philippines' best capitalized private domestic universal banks.
Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes' World's Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): "YOU matter."
Start your BetterBanking career with us today.

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