Create the future with Affin! You too can make a difference.
We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference.
Job Purpose
Responsible for driving enhancements for the Salesforce CRM platform, including Salesforce Financial Services Cloud (FSC) and Salesforce Marketing Cloud (SFMC), to improve overall user adoption and engagement.
Responsible for driving enhancements for data integration between Salesforce and other enterprise systems, enabling consistent and reliable data flows that support business operations and decision-making.
Responsible for developing and executing strategies to increase user adoption of Salesforce CRM, including stakeholder engagement, communications, and continuous feedback loops.
Responsible for providing backup support for business-as-usual (BAU) CRM requests, ensuring timely resolution and adherence to service level agreements (SLAs).
Job Accountabilities
CRM Enhancement & Optimization
Collaborate with users and technical teams to implement, test, and validate enhancements in FSC and SFMC.
Ensure solutions meet business requirements and are scalable, maintainable, and user-friendly.
Business Requirements & Process Analysis
Collaborate with cross-functional teams and stakeholders to gather, analyse, and document business requirements for CRM-related projects and enhancements.
Conduct interviews, workshops, and surveys to understand user needs, pain points, and improvement opportunities.
Translate requirements into clear documentation, including use cases, user stories, process flows, and business cases.
Analyze existing business processes and workflows to identify inefficiencies and recommend optimised solutions aligned with organisational goals.
Develop process models and documentation to illustrate current and future states.
Data Integration & Governance
Oversee and support data integration between Salesforce and other enterprise systems.
Ensure data accuracy, consistency, and compliance with governance standards.
Define and maintain data quality rules and monitor data integrity.
Project Documentation & Reporting
Maintain comprehensive and up-to-date documentation related to CRM projects, including requirements, process flows, configurations, and decisions.
Ensure documentation supports traceability, knowledge transfer, and audit readiness.
Create reports and dashboards to support business decisions and performance tracking.
Collaboration & Communication
Work closely with developers, designers, project managers, and business leaders to drive CRM initiatives.
Communicate effectively with both technical and non-technical stakeholders to ensure alignment.
Participate in meetings, presentations, and workshops to share progress, insights, and recommendations.
BAU Support
Provide backup support for BAU CRM requests, including access management, configuration changes, and issue resolution.
Ensure timely handling of requests within agreed SLAs and maintain continuity during resource gaps.
Job Requirements
Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or a related field.
Minimum 3–5 years of experience in CRM, Business Analysis, Digital Transformation, or related areas.
