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CRM Training and Enablement Professional

2 weeks ago

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

About Security Bank Corporation

Security Bank is a leading private domestic universal bank in the Philippines, established in 1951 and listed on the Philippine Stock Exchange. Our major businesses cover retail, corporate, commercial, and business banking.

We're recognized as an Employer of Choice by various award-giving bodies for our values-based culture, industry-leading engagement, and benefits, and commitment to work-life balance.

Our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): 'YOU matter.'

The CRM Training & Enablement Specialist will play a crucial role in driving successful launch and usage of the CRM System through trainings and other enablement initiatives.

Key Responsibilities

  • Proactively manage service delivery by conducting regular surveys and assessments to gauge end-user satisfaction with the CRM system.
  • 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.