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Manager Business Analysis - CRM
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Category
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Customer Services/ Call Centre
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Career Level
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Manager
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Employment Type
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Full Time
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Min Work Experience
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5 - 10 Years
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Min Educational Level
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Bachelors Degree
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Monthly Salary
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Unspecified
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Benefits
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As per UAE Labour Law
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Description
JOB RESPONSIBILITIES
Establish, manage and maintain effective relationships with internal and external stakeholders providing expert advice to achieve the programme / project benefits and business outcomes; with a thorough understanding of potential risks, assumptions and dependencies across the programme; and other projects within the organization.
Support Product Owner with the strategy and roadmap definition, along with identification of benefits, metrics and KPIs for the programme / project.
Elicit, analyze and manage programme / project requirements through the delivery lifecycle in accordance with Etihad Aviation Group governance frameworks, tools, processes, policies, procedures and standards
Establish, document and gain commitment to traceable end-to-end prioritized functional & non-functional project requirements; and impact analysis that identifies deviation from requirements
Lead the RFP/RFI process for vendor evaluation or procurement of capabilities required by business through creation of RFP/RFI requirements, setting evaluation metrics and undertaking review with various stakeholder groups.
Collaborate with architects, solution designers, developers and provide detailed understanding of the programme / project requirements
Collaborate with Test Lead to review or design test scenarios and cases, evaluate results and draw up recommendations
Support Product Owner and technology teams in the design and delivery of organizational change management deliverables
Support Project Manager and Product Owner with identification of tasks, risks, issues, assumptions and dependencies; and resolving those assigned
Ensure continual learning and research on potential CRM and customer-centricity initiatives that would add value within the EAG landscape
EDUCATION & EXPERIENCE
Essential - University Degree with 5+ years of relevant work experience in projects
Essential – 3+ years of experience functioning as the lead business analyst on CRM projects and implementations
Essential – Proficient in SDLC tools (i.e. JIRA, Visio, Rational)
Preferable – Previous airline experience
Preferable – Experience on Salesforce, Microsoft CRM, Customer360 projects
Preferable – Recognized Business Analysis qualification (e.g. CBAP, BSC, PMI-PBA)
Preferable - Change Management, Process Improvement (e.g. Lean Six Sigma), SDLC, and Innovation (e.g. Design Thinking)
Establish, manage and maintain effective relationships with internal and external stakeholders providing expert advice to achieve the programme / project benefits and business outcomes; with a thorough understanding of potential risks, assumptions and dependencies across the programme; and other projects within the organization.
Support Product Owner with the strategy and roadmap definition, along with identification of benefits, metrics and KPIs for the programme / project.
Elicit, analyze and manage programme / project requirements through the delivery lifecycle in accordance with Etihad Aviation Group governance frameworks, tools, processes, policies, procedures and standards
Establish, document and gain commitment to traceable end-to-end prioritized functional & non-functional project requirements; and impact analysis that identifies deviation from requirements
Lead the RFP/RFI process for vendor evaluation or procurement of capabilities required by business through creation of RFP/RFI requirements, setting evaluation metrics and undertaking review with various stakeholder groups.
Collaborate with architects, solution designers, developers and provide detailed understanding of the programme / project requirements
Collaborate with Test Lead to review or design test scenarios and cases, evaluate results and draw up recommendations
Support Product Owner and technology teams in the design and delivery of organizational change management deliverables
Support Project Manager and Product Owner with identification of tasks, risks, issues, assumptions and dependencies; and resolving those assigned
Ensure continual learning and research on potential CRM and customer-centricity initiatives that would add value within the EAG landscape
EDUCATION & EXPERIENCE
Essential - University Degree with 5+ years of relevant work experience in projects
Essential – 3+ years of experience functioning as the lead business analyst on CRM projects and implementations
Essential – Proficient in SDLC tools (i.e. JIRA, Visio, Rational)
Preferable – Previous airline experience
Preferable – Experience on Salesforce, Microsoft CRM, Customer360 projects
Preferable – Recognized Business Analysis qualification (e.g. CBAP, BSC, PMI-PBA)
Preferable - Change Management, Process Improvement (e.g. Lean Six Sigma), SDLC, and Innovation (e.g. Design Thinking)
