CRM Operations Lead/Manager

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Job Description
CRM Operations Lead/Manager
The Future Begins Here
At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.
Bengaluru, the city, which is India's epicenter of Innovation, has been selected to be home to Takeda's recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.
At Takeda's ICC we Unite in Diversity
Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.
WHAT TAKEDA ICC INDIA CAN OFFER YOU:

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people.
• At Takeda, you take the lead on building and shaping your own career.
• Joining the ICC in Bengaluru will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.

BENEFITS:
It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:

• Competitive Salary + Performance Annual Bonus
• Flexible work environment, including hybrid working
• Comprehensive Healthcare Insurance Plans for self, spouse, and children
• Group Term Life Insurance and Group Accident Insurance programs
• Health & Wellness programs including annual health screening, weekly health sessions for employees.
• Employee Assistance Program
• 5 days of leave every year for Voluntary Service in additional to Humanitarian Leaves
• Broad Variety of learning platforms
• Diversity, Equity, and Inclusion Programs
• No Meeting Days
• Reimbursements - Home Internet & Mobile Phone
• Employee Referral Program
• Leaves - Paternity Leave (4 Weeks), Maternity Leave (up to 26 weeks), Bereavement Leave (5 days)

ABOUT ICC IN TAKEDA:

• Takeda is leading a digital revolution. We're not just transforming our company; we're improving the lives of millions of patients who rely on our medicines every day.
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

The Opportunity
As a Veeva and Salesforce Operations t lead you will be responsible for leading the operations of CRM applications pertaining to minor enhancements, support and maintenance of CRM products. You will lead a team of support engineers who will work on end-user requests, troubleshoot and maintain the platform, deploy patches and develop small to medium enhancements. You will support the product development to ensure the platform stability, maintainability, security and performance. You will contribute to development of a cutting-edge platform that empowers our organization's digital capabilities for Patients and Healthcare Professionals.
Responsibilities

• Work with end-user requests - capture,analyze, deliver and communicate with the customers Oversee support work in the CRM space - incident, request and problem flow. Identify bottlenecks and remove obstacles in fulfilling end-user needs.

• Track performance of the CRM support, attend to situations impacting performance and put measures in place to address support performance issues related to speed and quality.

• Troubleshoot platform incidents and problems

• Document changes according to Takeda procedures

• Following Veeva CRM and Salesforce best-practices monitor the platform and take corrective actions when the observed metrics are outside the normal range

• Develop, unit-test, integration-test and deploy small to medium enhancements. Collaborate with product team toteam to craft clear user stories, design tests , and continuously deliver product enhancements. Document every aspect of the enhancement as reference for future maintenance and upgrades.

• Use agile engineering practices and various software development technologies in the Veeva CRM and salesforce environment to rapidly develop creative and efficient solutions that enhance the customer and employee experience.

• Suggest non-functional improvements to the CRM products to the product team and collaborate with the product team on defining non-functional capabilities of the product

• Deploy vendor patches and hotfixes, ensure proper testing of them in the non-production environment.

• Suggest ideas for continuous improvement and work with the team on their implementation

• Guide, coach and mentor junior team members

Skills and Qualifications

• Bachelor's degree in computer science, systems analysis, product management or a related study, or equivalent experience.

• 6+ years of experience operating software focused on Veeva CRM/Salesforce CRM with orientation towards or aptitude to learn Salesforce-based technologies.

• Experience with IT Service Management framework, and tools like ServiceNow

• Familiarity with Jira tools is a plus

• Development experience on Veeva CRM or Salesforce platform is a must

• Ability to continuously enhance own skills.

• Ability to write and speak in the English language.

• Ability to lead and manage group of operation analysts and engineers

Work Schedule & Expectations• Shift hours: Monday to Friday, 3:00 PM - 12:00 AM IST - (4:30 AM - 1:30 PM EST).• Shift duration: 9 hours, including a dinner and snack break. Note that we'll be providing meals
and snacks.• On-site presence: All employees on 2nd shift, are expected to attend a minimum of 12 days per
month of in-office presence on set days notified in advance by management. This approach
ensures collaboration and engagement and allows ICC to put make necessary arrangements for
the shift.• A manager will be responsible for overseeing the second shift roles. To ensure support and
oversight, we will be present in the office to handle any escalations or issues and to track
working hours effectively.• End of shift: Employees are expected to finish their work within their shift hours. Any special
request must be aligned and approved by line manager and HR team.• A daily shift allowance will be paid for the selected roles.
Locations
IND - Bengaluru
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time