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Senior Program Director, CRM Initiatives

Senior Program Director, CRM Initiatives

SBI CardHaryāna, Republic Of India, IN
20 hours ago
Job description

Role Purpose

This role is responsible for running all Card One platform programs across Strategic, Mode 1, Mode 2 and Regulatory & Compliance programs. This includes multiple business projects, IT projects, Security initiatives and projects from multiple forums such as CEC / ORMC / ERMC / ATR / Regulatory etc.

Role Accountability

  • Program Ownership – Lead end-to-end delivery of Card One projects across strategic, regulatory, Mode 1, and Mode 2 tracks.
  • Technology Leadership – Define and drive technology roadmap across diverse Card One applications using modern frameworks and tools (e.G., APIs, CI / CD, AI / ML, RPA).
  • Strategic Execution – Deliver on key Card One platform priorities aligned to organizational objectives.
  • People Management – Lead a hybrid team of FTE and vendor staff with strong focus on productivity, coaching, and coordination.
  • Budget Oversight – Plan and manage Capex / Opex budgets, ensuring financial discipline and on-time procurement processes.
  • Vendor Governance – Oversee multiple SI and OEM partners;

manage RFPs, contracts,and vendor risk controls.

  • Stakeholder Engagement – Collaborate with leaders across CS, Ops, Marketing, Risk, Sales, and Fraud;

    • lead CXO reviews and support audits.

  • Architecture Ownership – Design and maintain robust, scalable application architecture across CRM, reporting, rules engine, and integration layers.
  • Domain Knowledge – Act as the business-technology bridge by understanding card lifecycle processes and translating them into scalable tech solutions.

    • Measures of Success

  • Program deliveries should be done as per committed timelines.
  • Stability and performance of projects post go live and ensuring that there no P1 / P2 issues in production.
  • Ensuing that audit compliances are delivered as per the timelines mentioned in the ATR committee actions.
  • Projects should be delivered within the approved budget.
  • Effective People management of the team members and ensuring that attrition is within acceptable limit.
  • Ensuing that BRD management and CMR process is adhered to 100% of the projects.

    • Technical Skills / Experience / Certifications

  • CRM Expertise – Siebel, OBIEE, OPA
  • ETL Tools – Informatica, DAC, EIM
  • Server Tech – Oracle HTTP Server
  • Monitoring Stack – ELK, RUEI
  • Backend Skills – PL / SQL, Java
  • Integration Knowledge – EAI, OEM frameworks
  • Architecture Skills – CRM and enterprise tech
  • Tech Curiosity – Cloud, AI / ML learning
  • Domain Insight – Credit card BFSI

    • Competencies critical to the role

  • Technology people management
  • Application architecture and solution delivery
  • Program and Project management.
  • Stakeholder management
  • Ideation and Innovation

    • Qualification

  • B.E / B. Tech / MCA in Computer Science / IT
  • MBA / PGDM from Tier 1 / 2 Institutes is preferrable.
  • Relevant experience in tech / business domains
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    Program Director • Haryāna, Republic Of India, IN

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