Operations Analyst

Position Description:

Job Summary:

Provide operational and administrative support for U.S. CSG ESR and CRM processes by managing CRM requests coordinating approvals and maintaining accurate customer and opportunity data. Serve as a liaison between Business Unit Operations Leaders Opportunity Pursuit Leaders (OPLs) the Global CRM Team and other stakeholders to ensure timely processing of CRM-related requests profile management and territory alignment. Support process compliance by tracking requests maintaining documentation resolving data discrepancies and contributing to the efficiency and accuracy of CRM operations.

Your future duties and responsibilities:

Key Responsibilities:
*Manage CRM tickets and assignments including profile creation modifications deactivations opportunity reopening and closures.
*Process ESR and CRM requests by preparing email approvals and coordinating client engagement and opportunity-related activities.
*Log and track ESR approval requests received from Opportunity Pursuit Leaders (OPLs) in CRM Intake tools and tracking files.
*Review HR and CRM territory alignment reports identify mismatches and coordinate corrections with Operations Leaders and the Global CRM Team.
*Monitor CRM intake requests to ensure timely completion and adherence to established service level agreements (SLAs).
*Maintain accurate records reports and documentation for CRM transactions and approvals.
Collaborate with cross-functional teams to resolve CRM-related issues and improve operational processes.
*Ensure data accuracy compliance with internal policies and effective communication throughout the request lifecycle.

Required qualifications to be successful in this role:

Qualifications:

*Bachelors degree in business administration Management Information Systems or a related field; or equivalent work experience.
*13 years of experience in CRM administration sales operations business operations or a related support role.
*Amenable to work in a hybrid set-up in Upper McKinley Hill Taguig
*Amenable to work in a night shift schedule (6:00 PM - 3:00 AM)
*Experience working with CRM platforms (e.g. Salesforce Microsoft Dynamics or similar systems) is preferred.
*Strong understanding of CRM processes opportunity management and customer data maintenance.
*Proficiency in Microsoft Office Suite particularly Excel Outlook and Word.
Excellent organizational and time management skills with the ability to manage multiple requests and prioritize tasks effectively.
*Strong attention to detail with a commitment to maintaining accurate records and data integrity.
*Effective verbal and written communication skills with the ability to coordinate across multiple teams and stakeholders.
*Strong analytical and problem-solving skills to identify discrepancies and recommend appropriate solutions.
*Ability to work independently while collaborating effectively in a team-oriented environment.
Experience working with ticketing or request management systems is an advantage.
*Demonstrated ability to handle confidential and sensitive information with professionalism and discretion.
*Knowledge of service level agreements (SLAs) and process compliance is preferred.
*Continuous improvement mindset with the ability to identify opportunities to streamline and enhance operational processes.

Preferred Competencies:
*Customer service orientation with a focus on responsiveness and quality.
*Strong interpersonal and stakeholder management skills.
*Adaptability in a fast-paced deadline-driven environment.
*Process-oriented with excellent documentation skills.
*Initiative and accountability in managing tasks from request through resolution.
*Commitment to accuracy quality and continuous learning.

Skills:

• Data Analysis
• Detail-oriented
• Administration
• Analytical Thinking
• Communication

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our teamone of the largest IT and business consulting services firms in the world.