Experience: 7 – 10 years

Location: Pune (Onsite)

Purpose of the Role:

  • Lead and manage the SAP CRM on HANA solution for Clients Customer Interaction Centre (CIC)
  • Act as a Functional SME (Subject Matter Expert) with deep hands-on experience in SAP CRM on HANA
  • Ensure seamless integration and functionality of SAP CRM with S/4HANA and Fiori apps
  • Drive strategic business transformation initiatives using CRM capabilities
  • Serve as a trusted advisor to CIC leadership, ensuring alignment with industry best practices

Key Responsibilities:

  • Lead a team of functional and technical consultants for SAP CRM on HANA
  • Plan, execute, and monitor new SAP CRM-related initiatives with end-to-end accountability
  • Analyze complex business scenarios and deliver “What-If Analysis” to assist decision-making
  • Identify automation opportunities and implement business process improvements using CRM tools
  • Build and maintain business process controls, KPIs, and operational dashboards
  • Collaborate with stakeholders to gather business needs and convert them into SAP CRM solutions
  • Ensure seamless functioning and enhancement of the following SAP CRM sub- modules:
    • Complaint Management
    • Installation Management
    • Commissioning Management
    • Annual Maintenance Contract (AMC) Management
    • Warranty Registration Management
    • ERP Sale Order Creation
  • Conduct Business Process Workshops and end-user training sessions
  • Manage stakeholder communications including regular steering committee meetings
  • Collaborate with third-party vendors and internal teams for system enhancements and upgrades
  • Maintain issue logs and lead resolution efforts to ensure minimum business disruption
  • Contribute to Knowledge Management initiatives including policy creation and process documentation
  • Stay updated with emerging trends in SAP CRM and recommend innovations aligned with customers business goals

Technical Skills Requirement:

  • SAP CRM Functional Skills (ABAP skills is add-on)

Managerial Skills Requirement:

  • Excellent development & troubleshooting skills and manage system support
  • Good communication skills
  • Ability to work with the functional team closely
  • Ability to work collaboratively in a team environment and willingness to provide support to peers & manage internal stakeholders & vendor resources

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