Client Record Management Assistant Manager – KPMG – Aberdeen

KPMG

The Role

Summary

Reporting to the CRM Data Manager, the CRM Assistant Manager will work with the CRM Data Management & CRM Enablement Teams to maintain data integrity, define and implement data governance guidelines, assist users and support the implementation of updates to the CRM system.

The role also works with internal business owners and IT staff to support data owners/stewards/custodians in understanding data management processes and data quality procedures to ensure data integrity.

They will form part of an operational excellence hub, liaising with key stakeholders across KBS, Capabilities, Coverages and Microsoft Business Solutions (MBS), to implement process improvements, drive technology developments and promote adoption of CRM.

They will assist with the creation of client insights to support the strategic decision making around driving profitable growth and supporting KPMG’s origination, retention, conversion and growth strategies.

 

Key Responsibilities

Assist the CRM Data Management Team in responding to user requests for support with data maintenance, exports, updates and technical issues.

Review and enhance Data Team processes queries and become a Process Improvement Champion

Define, document and monitor appropriate metrics to ensure that data remains of a quality fit for use. Assist with preparation of data quality assessments and monthly KPI and SLA reporting

Liaise with customers, support teams and key stakeholders that have dependencies with CRM such as Risk, Finance, Sales and Marketing to investigate data issues and determine whether a technical, data or process solution is most appropriate.

Identify, investigate and document data discrepancies, technical issues and improvement opportunities affecting the Data Team and its customers and propose potential solutions.

Capture details of required changes and liaise with requestors and MBS (Microsoft Business Solutions) to scope and prioritise changes.

Co-ordinate with MBS to organise UAT testing for Data Team change requests and twice-yearly changes from Microsoft.

Work closely with the CRM Engagement and Adoption team to assist with creating learning material for the BAU releases.

Collaborate with internal Data Governance, Data Protection and IT teams regarding Data Governance and Data Quality processes & tools. Develop expertise and provide leadership in both areas.

 

The Individual

To succeed in this role the CRM Assistant Manager requires:

Experience

Experience in a data management role required. Experience in the financial services industry preferred.

Experience with Microsoft Dynamics 365 or equivalent CRM system.

Knowledge of CRM data structures, metadata, data quality and related processes.

Experience in leading meetings.

Knowledge of Data Governance, Data Analysis and Master Data Management policies and procedures beneficial.

Knowledge of data manipulation, data cleansing, data analysis, and data anomaly detection techniques required.

Experience documenting business workflows, data maintenance, change management procedures and data quality processes required.

Knowledge of how to create data standards, determine business data requirements and business rules.

 

Competencies

Focus on delivering quality service and attention to detail.

Understanding of the importance of good data management and proven experience driving improvements in data accuracy and hygiene.

Strong analytical, conceptual and problem-solving skills, experience in gathering and documenting comprehensive business requirements.

Excellent work ethic, drive and resilience, working flexibly and remaining calm in a pressurised and deadline-driven environment.

Adaptable to fluctuating workflow levels, with the ability to prioritise an ever changing and often-conflicting workload.

Ability to manage work independently and take ownership of their responsibility to support the team’s shared service delivery goals.

Ability to work effectively in a team environment, including co-working on projects, co-developing ideas, giving and receiving constructive feedback.

Ability to build and maintain strong internal relationships at all levels.

Excellent written and oral communication skills, able to liaise with and influence staff at all levels.

 

Skills

Outstanding project/time management and problem-solving skills.

Exceptional accuracy and attention to detail.

Advanced Excel capabilities, experience with SQL, VBA, Power BI beneficial.

May be required to undergo training in other disciplines to assist when necessary.

 

Qualifications

Qualification in Data Science would be beneficial

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