The Associate Program Manager supports the planning, coordination, and execution of initiatives under the Customer Experience (CRM) Platform portfolio. The role assists in managing demand, tracking delivery progress, preparing documentation, and ensuring alignment between Business Units and GTD delivery teams.
This position provides analytical, operational, and governance support to senior program leadership to ensure CRM modernization initiatives are well-defined, compliant with GTD processes, and executed effectively. The incumbent helps maintain programme documentation, supports stakeholder communication, and contributes to the ongoing improvement of processes and operating models across the CRM ecosystem.
Job responsibilities:
Business Engagement Support: Assist in gathering business requirements, pain points, and priorities. Document meeting outcomes, action items, and follow-ups.
Program Coordination & Tracking: Coordinate timelines, milestones, and deliverables across project teams. Track progress, risks, and dependencies using GTD standards.
Demand Intake & Evaluation Support: Support preparation of demand intake forms and initial assessments. Help compile inputs for prioritization discussions.
Strategic & Business Analysis Assistance: Assist with current state analysis, process mapping, and gap identification. Support the creation of problem statements and solution options.
Documentation, Governance & Compliance: Maintain high-quality documentation for decisions, requirements, and changes. Ensure adherence to GTD governance, templates, and audit requirements.
Change & Stakeholder Communication Support: Assist in preparing training materials, communication packs, and readiness assessments. Coordinate with Change Management teams for adoption activities.
Reporting & Executive Presentation Preparation: Consolidate inputs for executive updates and PMO reporting. Ensure accuracy and consistency of portfolio reporting data.
Cross-Functional Coordination: Liaise with Architecture, Security, Data, PMO, and Delivery teams to obtain required information. Support alignment across functions during analysis, planning, and execution.
Job requirements:
Degree in Information Technology, Business Administration, Finance, or related fields.
Understanding of enterprise IT, digital transformation and technology delivery.
Foundational knowledge of business analysis, portfolio management and solution strategy.
Experience working with cross‑functional teams and structured governance processes.
Exposure to CRM solutions, digital platforms, or banking technology is an advantage.
Basic understanding of technology delivery and project governance
Strong analytical and documentation skills.
Ability to work with data, perform simple analysis, and create clear reports.
Good communication skills (verbal and written).
Ability to work collaboratively across teams and manage multiple tasks.
Familiarity with CRM concepts or customer journey processes (added advantage).
High attention to detail, strong work ethic, and proactive attitude.
