LEAD BUSINESS ANALYST

Strong CRM knowledge (must, with Sales

Force preferred)
Experience in Banking (preferred)
Corporate/Companies/Business Banking experience
Experience in handling functions for Relationship Managers (RMs)
Experience in Sales, Servicing and CRM Data/Analytics (can be mix & match)
Agile know-how (must)
A.I. experience (preferred)
Quick joining time (preferred)
Location: on-site (Abu Dhabi and/or
Dubai - commute might be required)
Customer Relationship Management & Channel Integra on: ? Collaborated with business stakeholders to gather, analyze, and document requirements, ensuring CRM workflows aligned with customer journey improvements. ? Translated business needs into user stories and acceptance criteria, supporting Agile delivery of CRM enhancements. ? Automated manual service request processes in Siebel CRM, achieving significant reduction in turnaround time and improving First Call Resolution (FCR) rates. ? Partnered with cross-functional teams to design, configure, and test CRM solutions, ensuring scalability and integration with CORE systems (Finacle , NI, Payment Hub, BPM ) middleware platforms (BAWABA) and third-party systems to enable seamless data flow across channels. ? Produced dashboards and MIS reports to provide actionable insights ? Facilitated Agile/Scrum ceremonies (sprint planning, stand-ups, retrospectives) and worked closely with developers and QA teams for timely CRM delivery. ? Conducted UAT and end-user training, improving adoption of CRM tools

Salesforce