CRM Business Process specialist

Job id:  22133
Job location: 

Gurgaon, IN Barcelona, ES Lisbon, PT Milan, IT Sibiu, RO Bangalore, IN

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. 

Role title:

 CRM Business Process Specialist/  Consultant, CRM Business Process

Colt Level:



Sales, Marketing & Customer Relationship Management

Reports to:

Director Business Management


Bangalore- India, Romania, Portugal, Spain, Italy


Role purpose

  • Lead & support the structured capture of business requirements and design best in class processes. Analyse business problems and identify root cause(s) that require a fix and the associated benefits. Validate & document potential solutions together with business stakeholders and challenge the solutions to ensure best return on investment for Colt looking at End to End processes. Translate business requirements, processes & solution approach into the structure required to design, implement & test the supporting IT systems.
  • Lead/support the delivery of process work-streams in line with the overall strategy & across multiple transformation programs, new product development and Business improvement projects.
  • The role holder advocates and effects change by influencing decision makers and persuading operational people to adopt different working practices. He/she deploys effective business improvement approaches tools and techniques.  He/she aligns processes with business strategy in a delivery role.



Key accountabilities

  • Structured capturing of business requirements
  • Create & manage requirements & process documentation in a structure hierarchy. Ensure traceability from requirements to implementation
  • Act as process work stream lead on medium size improvement & change initiatives, New product development initiatives or transformation projects.
  • Facilitate workshops & solution sessions to analyse business problems and identify root cause(s) that require a fix and the associated benefits
  • Testing / UAT / Implementation support. Validate if solution is fit for purpose together with the business functions Apply the concept of Customer value to Colt and our business. Agree “proof points” / benefits that will demonstrate success
  • Translate business language & thinking into the structure required to design, implement & test the supporting IT systems.
  • Identify and drive process definition, documentation and adoption as required by the program.
  • Support business to establish process measurement in terms of efficiency, lead times, Quality or other KPI.
  • Perform data analysis & define measurement of process performance before and after their implementation in order to ensure fact based measurement of adoption and benefit realisation.
  • Challenge proposed solutions and processes by ensuring an end to end benefit from Colt & Customer perspective while evaluating costs & benefits
  • Define the target operating model in line with the project developments else propose a target operating model.
  • Propose, discuss & document improvement ideas
  • Responsible for supporting the whole lifecycle from ideation,  capturing requirements/idea, solution, development, implementation and control
  • Apply six sigma tools in different phases of project to demonstrate & manage progress
  • Identify & discuss the risk with stakeholders, brainstorm potential mitigation plans and various solutions/scenarios to cater to the risk
  • Manage requirements & process documentation in a structure hierarchy. Ensure traceability from requirements to implementation
  • Facilitate Customer experience workshops and develop Customer journeys
  • Dependency management of requirements across multiple programs

Other accountabilities (optional)

Maximize Collaboration - Facilitating greater collaboration among team members is key to accelerating projects

Key performance indicators (financial and non-financial)


  • Ensure that the task performed is capitalized as per the project.
  • Help finalize the business case getting the impact assessment


  • Define & measure “Proof points” to show success of improvements
  • Documented & properly agreed scope & requirements – with a minimal number of Change requests
  • Deliver Requirement, Processes, etc. according to project timelines
  • Ensure process adoption & benefit realisation is measured and covered by the project deliverables


Relationships and key contacts

  • Business Functions
  • Project management
  • IT architecture team
  • CRM
  • Product management
  • Regulatory/ legal teams
  • Finance
  • Vendor management
  • Reporting team
  • Development Teams
  • Sales and Marketing


Role specific requirements

Skills & Experience

  • Track record of successful process or business improvement work ideally in the telecoms area
  • Ability use standard techniques to investigation, analyse and document requirements.
    • Lead requirement & process definition workshops
    • Model use cases & Develop user stories
    • Document functional & non-functional requirements
    • Develop Customer journeys
    • Model medium complex processes
    • Build simple Data Models and structured analysis approach to measure process performance (e.g. lead time, effort, quality)
  • Ability to use analyse and use data using BI Tools (Business Objects, Qlik, Tableau) to underpin solution approaches and benefits realization
  • Proven strong problem solving and analytical abilities.
  • Ability to manage ambiguity, risk, and changing direction of projects and strategies
  • Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters
  • Attention to detail, ability to deep dive and get hands dirty
  • Flexible approach and an ability to operate effectively with uncertainty and change; operates effectively in a geographically spread organisation
  • Business change management in bigger transformation programme
  • Good knowledge of BSS / OSS Systems and Solutions (Service Activation, Network Discovery & Reconciliation, Inventory, Service Assurance)
  • (Lean) Six Sigma Experience (preferred)
  • RPA experience (preferred)
  • Working knowledge of : Process maps design, Process Re-engineering, eTOM/TAM based business process analysis,
  • Excellent Communication, Articulation and Presentation skills
  • Able to create end to end traceability and review test cases, HLD and  processes



  • Graduate/Post Graduate
  • Foundation certificate in Process & Business Analysis from a certified body (IIBA, BCS.  etc.) is a plus
  • Six Sigma certified
  • ITIL Foundation certified is a plus
  • PRINCE 2 Foundation is a plus


 Colt Values & Behaviours :




  • Business analysis experience in the Telecom sector.
  • Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
  • Identify risks related to process and information security and treat/ mitigate the same as appropriate








What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.

Some benefit examples are:
•Flexible working and relaxed dress code
•Two days annually to spend on volunteering opportunities
•Access to Online-learning Platform
•Business mentoring
•option of parking slots in the Colt Campus
•lunch vouchers


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