Business Analyst – CRM Salesforce (Kuala Lumpur, Malaysia)

Business Analyst – CRM Salesforce (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.  They are now looking to hire a Business Analyst – CRM Salesforce.

Role Purpose

The Business Analyst is a project-based, business-improvement role for our Salesforce CRM system. You will guide our client’s businesses to improve processes and efficiency in Salesforce through new implementations. You will gather, document, and analyse requirements around business challenges, and then produce data-driven solutions.

Your overall goals are to increase the effectiveness of the data that the CRM presents to teams and the duration of our client’s engagements within the CRM tool.

Overall success measurements:

• Project implementations (completed projects score)

• Improve efficiency (Total Resolution Time)

• Improve Account Management (Retention rate, customer segmentation)

• CSAT (Customer and stakeholder score)

• Improve Revenue

Responsibilities

• Communication – creates an environment for open conversations between the CRM technology team and the business to clearly communicate information and requirements of the request types
• Gather requirements – Must understand project goals and clarification on what stakeholders want to accomplish and how that will be measured. Interview stakeholders, research information or processes related to the project, and observe teams as they work to provide better context into requests
• Documenting requirements. Recording what was discussed, seen, and learned. Be clear and concise with the correct technical terminology so the information can be easily understood by stakeholders and anyone else involved
• Analyzing information – review requirements to best direct developers on how to accomplish their team’s business goals. Use data and priorities to provide more detail and be able to provide operational examples
• Implement solutions – based on analysis identify options for solving business challenges through Salesforce modules or customer development. Choose the best option and move forward with the best solution. Ensure solutions are running smoothly and as expected by confirming stakeholders are seeing benefits. Escalate if anything else is needed to support the implementation through steady-state
• Testing and audit – Maintains steady-state testing and audit processes for key CRM solutions. Coordinate with Customer and Partner Operations teams for documentation and sample sizes. Build documentation material to support the implemented solution

Qualifications

• 5+ years with senior project management experience

• 3+ years building requirements and implementing solutions between CRM systems and business owners

• 3+ years of executive-level experience dealing with company-wide initiatives, presentations, and communications skills

• 3+ years driving product/ process improvement initiatives based on data

• 3+ years in a financial setting preferred

• Bachelor’s Degree, preferably in technical and/ or financial backgrounds

Technical  Skills

• COPC certification preferred

• Data Analysis, capturing, storing and reporting historical statistics (call, Chat, email volumes, AHT, service level, forecast accuracy, etc)

• Must have strong mathematical and statistical skills to maintain accurate data reporting

• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software

• Knowledge of ACD/Call routing, Telephony PBX inbound/ outbound

• Functional Knowledge of operating WFM software