Assistant Vice President, DPP - Customer Value Management & Segments MY (Project Rubik - CRM Re[...]

Job Purpose To serve as a Team Member for the Business Requirements pillar in Project Rubik core team. Project Rubik is CIMB Bank’s initiative to replace 1View, its incumbent Customer Relationship Management (CRM) application. 1View is used by 5,800 users across the Bank’s primary channels (branch, contact centre, retail telemarketing, mobile sales, digital). It is a multi-function platform which incorporates leads orchestration, customer 360, next best offer recommendations, product applications, service requests, tracking and reporting via integrations with over 40 systems bankwide. Project Rubik will improve upon 1View’s existing capabilities, and bring new functionalities, particularly in the area of Digital Sales and Service. To emphasise the project’s scale and complexity, there are over 4,000 functional and technical requirements under Project Rubik. Its successful deployment will greatly augment CIMB’s ability to adapt to rapidly evolving customer expectations, and deliver next-gen CX to its customers. Key Responsibilities *

• Be part of an agile team of business analysts to ensure that all business requirements are captured and translated into final implementation.

• Understand and analyse business needs, while balancing against to-be system capabilities. Improve on existing gaps within present-day 1View CRM by optimising build specifications of to-be Rubik CRM. To maximise out-of-the-box functionalities and minimise customisations.

• To conduct in-depth reviews and discussions with existing business users of CRM, and to acquire detailed understanding of business rules, process / work flows in the context of sales, service and support tasks facilitated by CRM system.

• To work with business owners to develop test strategy and related test scenarios and scripts. To work with IT-side test managers to ensure alignment of testing approach and desired outcomes.

• Undertake key preparatory roles prior to formal kickoff – establish Business Requirement Document and validate Functional Design Document, formalise Scope of Work, Change Request assessment & management.

• The business requirements team is expected to work very closely with Business and IT leads, including stakeholders from sales, service & support channels, product & segment owners, platform and system owners, and senior management in Consumer, Commercial and Transaction Banking.