SAP CRM On HANA SME

Experience: 7 – 10 years

Location: Pune (Onsite)

Purpose of the Role:

• Lead and manage the SAP CRM on HANA solution for Clients Customer Interaction Centre (CIC).
• Act as a Functional SME (Subject Matter Expert) with deep hands-on experience in SAP CRM on HANA.
• Ensure seamless integration and functionality of SAP CRM with S/4HANA and Fiori apps.
• Drive strategic business transformation initiatives using CRM capabilities.
• Serve as a trusted advisor to CIC leadership, ensuring alignment with industry best practices.

Key Responsibilities:

• Lead a team of functional and technical consultants for SAP CRM on HANA.
• Plan, execute, and monitor new SAP CRM-related initiatives with end-to-end accountability.
• Analyze complex business scenarios and deliver “What-If Analysis” to assist decision-making.
• Identify automation opportunities and implement business process improvements using CRM tools.
• Build and maintain business process controls, KPIs, and operational dashboards.
• Collaborate with stakeholders to gather business needs and convert them into SAP CRM solutions.
• Ensure seamless functioning and enhancement of the following SAP CRM sub- modules:
  • Complaint Management.
  • Installation Management.
  • Commissioning Management.
  • Annual Maintenance Contract (AMC) Management.
  • Warranty Registration Management.
  • ERP Sale Order Creation.
• Conduct Business Process Workshops and end-user training sessions.
• Manage stakeholder communications including regular steering committee meetings.
• Collaborate with third-party vendors and internal teams for system enhancements and upgrades.
• Maintain issue logs and lead resolution efforts to ensure minimum business disruption.
• Contribute to Knowledge Management initiatives including policy creation and process documentation.
• Stay updated with emerging trends in SAP CRM and recommend innovations aligned with customers business goals.

Technical Skills Requirement:

• SAP CRM Functional Skills (ABAP skills is add-on).

Managerial Skills Requirement:

• Excellent development & troubleshooting skills and manage system support.
• Good communication skills.
• Ability to work with the functional team closely.
• Ability to work collaboratively in a team environment and willingness to provide support to peers & manage internal stakeholders & vendor resources.