Manager II

General Description

Responsible providing the strategic direction, planning, and execution of the Salesforce CRM, as part of a unified product strategy. We are looking for a strategic leader who is both commercially and technically strong, as well as comfortable interacting with a wide range of stakeholders, to oversee the ongoing delivery of an enterprise-wide CRM that enables differentiated customer and employee experiences. As a leader in the organization the candidate will be leading sales and service enablement solutions for several consumer and commercial segments, including lead generation, sales process automation, client life cycle management, and 360-degree customer view are among other functions.

Essential Duties and Responsibilities

Product Management

Provide strategic direction and lead the continuous optimization and front to back redesign of the of the CRM sales and service enablement solutions focusing on measurable business outcomes such as
- Improving the customer and employee experience
- Increased sales
- Increased employee productivity
- Improved customer retention
- Reduced sales cycles and cost of sales.
Develops deep understanding of client needs and expectations gathering trends from various internal/external sources.
Align CRM solution strategy, process and capabilities across several business lines including, Sales, Marketing/Digital, and Customer Support stakeholders to ensure customer centricity and maximization of platform capabilities.
Lead, supervise, develop, and mentor team of product managers and business analysts with the objective to deliver on project goals and business objectives.

Essential Duties and Responsibilities (cont.)

Establish operating model with business partners to align and continuously communicate strategy and roadmap delivery.
Collaborates with leaders across the organization to ensure CRM platform and strategy is aligned with overall company vision, meet operational needs, regulatory requirements, and corporate policies (i.e., fraud, compliance, legal, etc.)
Develop quality management plans and principles for the team to adopt to ensure successful delivery and deployment of technology.
Collaborates with leaders across the organization to define KPI framework of CRM platform and shares accountability of such KPIs.

Product Operations

Manage relationship with CRM vendor and other designated third-party service providers, including but not limited to ongoing vendor due diligence, contractual and procurement processes.
Improve CRM operational processes including aligning processes with best practices, monitoring effectiveness, and establishing required operational controls.
Oversee user provisioning and maintenance function including onboarding of new users, maintenances of existing users, user access certifications and issue troubleshooting.

Essential Duties and Responsibilities (cont.)

Lead Release Management function establishing, maintain and monitoring processes including planning release windows and cycles across portfolios and coordinating processes between product and development teams.
Oversee Quality Assurance and Incident Management functions leading implementation of automated testing efforts, establishing regression testing objectives, developing, and implementing incident response plans for CRM incidents.

Supervisory Responsibilities:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education

Bachelor's Degree in Business Administration or Computer Science

Bachelor's Degree from an accredited University/College in Information Systems or related fields

Experience

Five (5) years of experience in managing cross-functional technology team in a geo-distributed environment + five (5) years of combined experience in product management, client services, or product development. Experience with supporting and managing key sales business processes and tools, including CRM.

Certifications / Licenses

No certifications or license needed.

Knowledge, Skills and Abilities (KSA's)

Supervisory Skills: Communicate effectively with colleagues and staff, coach, and mentor. Demonstrate ability to lead the work of others.
Strong technical/business acumen: ability to understand the needs and concerns of business stakeholders and colleagues and respond promptly and effectively to stakeholder requests. Ability to conduct analysis on work procedures, business results, and recommends changes to improve the effectiveness of the business's management.
Communication skills: effectively interact with internal and external stakeholders. Ability to foster trusting relationships with colleagues and clients. Highly develop written and verbal communications skills in English. Presents numerical data effectively. Superior communication and interpersonal skills. Excellent report-writing and presentation skills. Polished in preparing presentations, executive summaries, and business reports in English for executive audiences.
Analytical skills: Stays focused on main issues, prevents irrelevant issues or distractions from interfering with timely completion of assignments. Collects, research and complements data; Synthesizes complex or diverse information. Demonstrates attention to detail; Applies design principles; Generate creative solutions. Strong quantitative, research and analytical skills. Experience with data analysis, persuasive and informative writing, workload management, and process management.

Knowledge, Skills and Abilities (cont.)

Problem Solving: Identifies and resolves problems in a timely manner; Develops alternative solutions.
Project Management: Ability to prioritize and work with multiple projects and tasks with minimum supervision; self-direct and task switch between strategic and tactical initiatives regularly. Capacity to achieve results according to plan ensuring the expected quality. Excellent organization capacity to define priorities, meet deadlines, and flexible to change. Knowledge on project coordination, identification of business needs, work plan, budget control, time management, resource allocation, team management and status reports. Must demonstrate leadership, logic, and reasoning skills.
Operational/Regulations Processes: Knowledge on budget administration, resources allocation, organization’s policies, and regulations. Ability to establish, conduct and track operational processes properly.
Computer and technological skills: Proficient in MS O365, Sales Tools and CRM’s.

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

Our hybrid work model benefit applies to certain positions and is subject to changes based on the organizational needs.

Applicants must be authorized to work for any employer in the United States. This position is not open to applicants who need visa sponsorship or transfer of visa sponsorship at this time.

ABOUT US

Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.

As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

If you have a disability or need more information about requesting an accommodation, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

Are you ready for a rewarding career?

Popular is an Equal Opportunity Employer, including Disability/Vets
Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.
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