Business Process Lead – CRM JB-26460

About us:

At Cal, we believe in the power of change. We lead innovations and initiate countless transformations.

We are shaping the future of payments, influencing and improving the reality for hundreds of thousands of customers and businesses in Israel.

We believe in our people, encourage professionalism, excellence, personal development

and we're dedicated provide the best employee experience.

We invite you to join the transformation and take part in shaping our shared story.

About the role:

We are seeking a Business Process Lead to take ownership of analyzing, defining, initiating, and leading improvements and optimizations for the organization’s Customer Relationship Management (CRM) system.

This role involves close collaboration with all departments, including senior management, to understand existing workflows, identify pain points and opportunities for improvement, translate business needs into technological solutions, oversee development and implementation processes, and lead successful adoption among system users.

Responsibilities:

• Conduct in-depth analysis of business processes across various departments.

• Map current CRM system usage and identify areas for optimization.

• Gather and analyze business requirements from a wide range of stakeholders, including senior management.

• Define and document detailed business needs and functional specifications.

• Collaborate closely with technology teams to develop and implement solutions.

• Manage and monitor project progress.

• Lead the implementation and change management process for system users.

• Provide ongoing support and troubleshoot CRM-related issues.

Requirements:

• Bachelor’s degree in a relevant field (Information Systems, Industrial Engineering and Management, Business Administration with a focus on Information Systems).

• At least 2 years of proven experience in CRM system analysis, business process definition, and implementation.

• Familiarity with leading CRM platforms.

• Experience working with both business and technical stakeholders.

• Strong data analysis skills and the ability to derive insights.

• Proven ability to lead and drive processes.

• Understanding of the potential of AI technologies to enhance customer experience and add value through CRM systems.

• In-depth understanding of business processes in the financial sector – a significant advantage.

• Excellent interpersonal communication skills, including the ability to work with senior management and present information clearly and concisely.