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Job Summary:
The Dynamics 365 CRM Product & Operations Manager owns the strategic direction and operational execution of the Microsoft Dynamics 365 CRM platform. This role ensures the CRM effectively supports client relationship management, regulatory compliance, and operational efficiency. The manager defines the CRM roadmap, oversees administration and integration, and drives continuous improvement to enhance client engagement, data integrity, and business outcomes.
Responsibilities and Duties:
CRM Strategy & Roadmap
- Define and maintain the CRM vision and multi-year roadmap aligned with business strategy.
- Prioritize enhancements that improve client onboarding, relationship management, and service delivery.
- Ensure CRM capabilities scale with business growth and evolving financial service needs.
Platform Administration & Operations
- Oversee daily CRM administration, including security roles, access controls, and data integrity.
- Ensure configurations comply with internal policies and regulatory requirements (e.g., KYC, AML).
- Coordinate system maintenance, updates, and upgrades to ensure performance and availability.
Solution Delivery & Project Management
- Lead CRM implementations and enhancements supporting financial services workflows.
- Manage end-to-end CRM projects using Agile/Scrum methodologies.
- Coordinate internal teams and external vendors to deliver solutions on time and within scope.
Data Integration & Management
- Design and manage integrations between Dynamics 365 and enterprise systems (core banking, data platforms, third-party tools).
- Leverage Power Platform, Azure Data Factory, APIs, and automation tools to streamline data flows.
- Endure data quality, security, and regulatory compliance in partnership with Data Governance and IT Security.
Governance & Compliance
- Establish CRM governance standards, usage policies, and best practices.
- Ensure compliance with financial and data protection regulations (KYC, AML, GLBA, PCI DSS, GDPR).
- Support audits and proactively address compliance risks related to CRM usage.
Stakeholder Engagement & Adoption
- Partner with business leaders to gather and prioritize CRM requirements across the client lifecycle.
- Translate business needs into effective CRM solutions.
- Drive user adoption through training, documentation, and ongoing support.
Reporting & Optimization
- Develop dashboards and reports tracking KPIs such as client acquisition, retention, pipeline, and compliance metrics.
- Monitor CRM usage, adoption, and ROI.
- Use analytics and feedback to continuously optimize CRM performance and value.
Job Skills and Requirements:
- Bachelor's degree in IT, Business Administration, or related field; advanced degree preferred.
- 5+ years managing Microsoft Dynamics 365 CRM (clous/SAAS) in an enterprise environment, experience with legacy or on-prem alone is not sufficient.
- Strong experience with Dynamics 365 administration, configuration, and product roadmap ownership.
- Hands-on experience designing and supporting CRM data models, dashboards, and reporting, including, Power BI and Native Dynamics 365 dashboards and views
- Experience building and maintaining integrations using Power Platform, Azure services, APIs, and ETL processes.
- Proven delivery of complex CRM or enterprise system projects using Agile methods.
- Familiarity with banking and financial services operations, including client onboarding and servicing workflows; loan, deposit, or customer lifecycle processes; bank reporting and management dashboards.
- Working knowledge of financial services regulatory expectations, such as GLBA and data privacy; FFIEC or similar regulatory guidance.
- Exposure to insurance-related processes or integrations (direct or indirect).
- Experience supporting or evaluating AI-driven CRM capabilities, such as Microsoft Copilot in Dynamics 365; AI-assisted reporting, insights, client interaction summaries or workflow automation.
- Ability to assess AI use cases with appropriate governance, risk controls, and regulatory consideration.
- Deep knowledge of Dynamics 365 CRM cloud modules (Sales, Customer Service, Marketing).
- Strong understanding of CRM Analytics, reporting and performance optimization
- Data-focused mindset with the ability to translate CRM data into actionable business insights
- Forward-looking perspective on AI enablement in CRM platforms, balanced with risk, security and compliance awareness
- Excellent leadership, communication, and cross-functional collaboration skills.
Salary Grade 10
EOE/Disability/Veteran
