Team Lead CRM Administration at First Bank

First BankLagos, Nigeria Networking and Tech Support

Full Time

First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi. Since its establishment in 1894, FirstBank has consistently built relationships with customers focusing on the fundamentals of good corporate governance, strong liquidity, risk management and leadership. Over the years, the Bank has led the financing of private investment in infrastructure development in the Nigerian economy by playing key roles in the Federal Government’s privatisation and commercialisation schemes. With its global reach, FirstBank provides prospective investors wishing to explore the vast business opportunities that are available in Nigeria, an internationally competitive world-class brand and a credible financial partner. The Bank has been named "The Best Bank Brand in Nigeria” four times in a row - 2011, 2012, 2013, 2014 - by the globally renowned "The Banker Magazine” of the Financial Times Group; and "Most Innovative Bank in Africa” in the EMEA Finance African Banking Awards 2014. FirstBank’s brand purpose is to always put its customers, partners and all stakeholders at the heart of its business, even as it is poised to standardise customer experience and excellence in financial solutions across Sub Saharan Africa, in consonance with its brand vision "To be the partner of first choice in building your future”. Our brand promise is to always deliver the ultimate "gold standard” of value and excellence. This commitment is anchored on FirstBank’s inherent values of passion, partnership and people, to position our customers first in every respect.

Job Identification: 1219

Duties & Responsibilities
Project and Stakeholders Management

Leads the entire CRM Team in project deployment, system support, user administration, training and campaign management.
Customize, Extend the functionalities of MS Dynamics solution to meet end-users needs.
Leads the team in the formulation of CRM strategies and programs and ensures that they stay aligned with the business’s overall objectives.
Coordination of collaborative CRM activities with other teams and departments in the Bank.
Identify continual improvement opportunities for the Bank to ensure it maximizes the abilities of the CRM solution

Application Support:

Low-code / No-code customization of D365 application activities
Work with end users, vendors and service providers as liaison with the IT team.
Identify and help design CRM-related report requirements and list views.
Support workflow rules and business processes.
Work with internal and external resources to ensure the CRM environment is configured and adjusted correctly.
Serve as the liaison between the sales and technical teams in executing the Bank’s CRM strategy.
Work with both the end users and the technical team to identify and assist in resolving system issues and provide technical support, troubleshooting software issues, as requested.
Maintain business and process configurations on CRM solution
Develop and maintain indices required to measure health status of the CRM solution

Help Desk Support:

Support by troubleshooting and solving user or system issues and respond in a timely fashion
Analyze potential issues and communicate to assess needs and determine solutions for end users.
Supervise support offered to stakeholders and business units using the solution
Work closely with business leaders to analyze business requirements and communicate to developers regarding configuration and customization solutions that meet delivery and project goals and expectations
Assist in development and support personnel in resolving system issues, creating business solutions to meet requirements.
Keep a monthly statistics report and monitor usage to determine business solutions for business recognized needs.

Training:

Develop and maintain CRM Training Program for staff.
Instruct new users on the application and train existing users on best practices & new functionality.
Develop and maintain training materials and user documentation.
Liaising with stakeholders and vendors to deliver training programs.

Job Requirements
Education:

B.Sc. in Computer science, IT or other relevant discipline

Experience:

Experience in deployment of MS Dynamics CRM applications and MS power platform applications.
Minimum of 5 years relevant experience in similar position.