Senior Business Analyst | CRM

We are looking for a Functional Leader and Senior Business Analyst - CRM to join our dynamic team in Mumbai. This role is ideal for a seasoned professional with deep expertise in CRM systems and a strong background in business analysis within the banking domain . The candidate will play a pivotal role in bridging business needs with technology solutions, driving CRM strategy, and leading functional teams across large-scale transformation programs. Lead functional analysis and requirement gathering for CRM initiatives in the banking sector. Act as a liaison between business stakeholders and technical teams to ensure solution alignment. Define and document business processes, functional specifications, and user stories. Drive CRM roadmap planning, solution design, and functional testing. Conduct workshops, stakeholder interviews, and gap analysis sessions. Provide leadership to junior BAs and functional consultants. Ensure compliance with regulatory and data governance standards in CRM implementations. We have offices in global cities, and many projects presently executed in the Asia/Middle East region. Competencies Technical: Strong understanding of the BFSI industry Good appreciation of both traditional and emerging financial technology areas Hands-on experience with CRM platforms such as MS Dynamics CRM, Oracle CX, or similar. Soft skills: Excellent communication and inter-personal skills Strong global orientation with an excitement to interact with Cedar and IBSI s multi-cultural teams Execution and solution-focused Highly organized and detail-oriented Good problem-solving skills Ability to multi-task across activities along with different teams. Qualifications and relevant experience 10+ years of experience in business analysis and functional leadership roles. Strong domain knowledge in banking and financial services. Proven ability to lead cross-functional teams and manage client relationships. Excellent analytical, documentation, and communication skills. Familiarity with Agile and Waterfall methodologies.