Unit Manager - Customer Centricity Unit/Senior Unit Manager - Customer Centricity Unit

Job Purpose To support the execution of enterprise-wide (horizontal) Sales CRM initiatives by assisting in program planning, Business requirement Documents, requirement coordination, stakeholder communication, and PMO governance activities for Payments Acquisition product.
The role is responsible for tracking project progress, maintaining documentation, coordinating with Business CoEs, Sales teams, IT, and vendors, and ensuring adherence to defined timelines, processes, and reporting standards to enable successful delivery of Sales CRM programs.
Duties and Responsibilities Program Management Control – CRM PMO • Act as a coordination bridge between Business/CoEs and Technology teams, capturing Payments Acquisition business expectations for CRM features and supporting feasibility assessment from an implementation and BFSI industry standpoint.
• Support requirement grooming by breaking down complex business ideas into clear, concise, and implementable functional and non-functional requirements.
• Assist in the review of Business User Stories and PRDs for assigned streams, conduct gap analysis, and support preparation of approach and solution documents in collaboration with IT and CoE teams.
• Enrich and maintain Payments Acquisition BRDs with a customer-first mindset, ensuring standardization and horizontal applicability across business units.
• Contribute ideas for CRM process improvements, assess business impact with functional and CoE stakeholders, and coordinate feasibility discussions with IT teams.
• Assist in preparation and coordination of Payments Acquisition CRM Workflow feature presentations, including priorities, timelines, and quarterly plans, for leadership reviews and approvals.
• Develop and maintain project trackers, plans, and dashboards for management reviews; track milestones, risks, dependencies, and action items.
• Coordinate with technology teams on project roadmaps, release planning, testing schedules, and issue resolution.
• Support UAT execution by coordinating test case preparation, participating in joint testing, and tracking defect resolution for CRM implementations.
• Provide regular program updates and documentation to senior PMO members to support stakeholder communication and governance.
Program Management Control – Post Product Release Support • Support post-production monitoring of Payments Acquisition Workflows by reviewing performance metrics and business feedback in coordination with Business and Technology teams.
• Track and ensure data flows and workflow executions are functioning as defined, and support SLA adherence by highlighting deviations or issues.
• Assist in conducting impact analysis for defects, enhancements, and major change requests, and escalate risks to senior PMO or solution owners.
• Monitor technology and business KPIs, including funnel performance and pre- and post-approval journeys, and maintain regular performance reports.
• Coordinate the design and execution of pre- and post-release surveys, and support preparation of market response and adoption analysis reports.
Key Decisions / Dimensions Following decisions are taken by the role:  Acceptance and Rejection of Business use cases based on system capabilities and effort and cost required to develop the product feature.
 Task prioritization based on management and leadership view.
 Collecting signoffs and go-live plan from Business/COE Heads.
Major Challenges  Changing scope of project by business/COE leads to lot of reworks.
 Upskilling on system compatibilities and capabilities w.
r.t CRM workflows.
 Tech debt and legacy systems, change management and performance related challenges  Clear visibility on data and workflows from core systems to ancillary applications in Real time.
Required Qualifications and Experience a) Qualifications  Post Graduate b) Work Experience  Experience of 2-5 years in each of the areas- Program management, Online Business functions, and Project Management  Understanding of IT systems & consumer facing digital platforms  Sound understanding of Project Management Tools, Finance application and Analytical tools.
 Hands-on experience in Pre-Product research and prototyping will be beneficial.