British CouncilHiring for Service Owner – Salesforce CRM at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Service Owner – Salesforce CRM

Purpose of job:
Owns British Council’s corporate global CRM system (Salesforce) from an operational support perspective.

Senior technical and service support manager, responsible for delivery of day-to-day support, ongoing management, and maintenance of global CRM system.

Responsible for providing industry knowledge, experience and to lead on best practices from an operational perspective, providing technical consultancy for system design and development.

Supports the strategy to deliver an improved end-to-end customer journey for British Council customers, in which Salesforce CRM is a central component.

Leads strategic approach to, and management of, system integrations with Salesforce, ensuring data flows are monitored and maintained.

Leads the CRM operational support team in Noida.

Liaises with the wider global CRM team on continuous development of our CRM implementation.

Manages suppliers either directly or through an OLA and financial management of the Service

Role context

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The purpose of Global Information Services (GIS) in the British Council is to partner with the business in order to make effective use of Information in all its forms. This role is located within the GIS Service Delivery team, whose purpose is to deliver reliable Information Services while improving quality and efficiency through continuous improvement.

Salesforce is the British Council’s global CRM system, currently supporting 1300+ users globally for management of consumer enquiries/sales across 70 countries. It also supports B2B relationship and pipeline management.

Salesforce CRM is a business-critical system for the British Council, being the primary means of recording and managing communications globally with our English and Exams customers, handling millions of enquiries every year.

In support of a strategy to deliver an improved end-to-end customer journey for British Council customers and a single view of the customer, the British Council is working on a number of major initiatives for which Salesforce is central.

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:
Technical

Responsible for delivery of day-to-day support, ongoing management, and maintenance of system and data integrity for our global CRM system (Salesforce).

Leads the operational delivery of custom developments, integrations, and is responsible for overseeing data migration and management.

Responsible for providing industry knowledge, experience and to lead on best practices from an operational perspective to provide technical consultancy for system design and development.

Considers all technical and IT aspects of integration/monitoring within the suite of IT systems across Salesforce CRM and other in-house integrations and customer support developments.

Operationally responsible for B2B/G and B2C Data model and enhancements to ensure CRM systems data is accurate and governed.

Leadership/line management

Manages the operational team supporting Salesforce CRM, and ramps up technical expertise by connecting with suppliers, key stakeholders and subject matter experts.

People management for technical, data and project management resources (seven in total).

Works with broader CRM and GIS teams and stakeholders to manage priorities, ensure alignment, and facilitate on-time deliverables.

. Works with the entire global CRM team in a collaborative environment where all suggestions are welcomed, and all ideas thoughtfully considered

Coaches, and mentors team members ensuring that they understand expectations and meet goals.

Strong communicator who communicates effectively across disciplines and to various levels of the organization. Inspires team to continuously improve.

Partners with senior leadership to define long term vision and roadmap for the team. Makes critical decisions that attribute to the success of the product and the team.

Team Builder, experienced in identifying and developing talent. Builds effective teams with a culture of curiosity, collaboration, customer empathy and focus on results.

Self-Motivated, and takes initiative to turn ideas into real features.

Service Management

Creates and maintains a catalogue of available services. Ensures that service delivery meets agreed service levels.

Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.

Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to modify demand for a particular resource or service.

Ensures that appropriate action is taken to anticipate, investigate, resolve and document problems in systems and services.

Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.

Monitors and reports on supplier performance. Implements supplier service improvement actions and programmes.

Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change. Reviews the effectiveness of change implementation

Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations and seeks authority for those activities.

Ensures GIS contract-anagement resources are informed of current, planned and potential future requirements for Salesforce licences and other system supplier costs, and drafts supporting business cases when required.

Finance

Management of CRM Operations team budget

Qualifications

Degree level or Equivalent

Role specific knowledge and experience

Should have led multiple Salesforce CRM implementations from scratch

Extensive experience in development of and support for Salesforce Service and Sales Cloud modules.

Familiarity with Salesforce’s technical stack (SOQL, APIs, Custom Objects, APEX, LWC etc).

Experience with:
Power BI, R Studio (text and sentiment analysis), Event Monitoring (Tableau CRM, Einstein Analytics)

Monitoring, Automated Testing, Chat Bots, Omni Channel and Code scan tools such as Apex PMD, Checkmarx, Sonarqube etc

Release management via DevOps tool (Flosum/ Copado)

ServiceNow Administration.

Further Information

Pay Band – 9

Contract Type – Indefinite

Department/Country- GIS / India – Noida

Closing Date (Time) – 13th July 22 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.