D365 Senior CRM Administrator

Application Closes: 09 June 2026

Role: D365 Senior CRM Administrator

Function: Chief Personal & Wealth Officer

Department: Digital Presence

Section: Digital Channels

Reports to: Senior Manager

Job Summary

Overall Purpose:

The job holder shall manage and optimise the Bank’s CRM system. The D365 Senior CRM Administrator shall oversee complex customisation, advanced troubleshooting and ongoing system enhancements to ensure the platform continues to meet evolving business requirements. The job holder shall also define configuration standards, oversee data governance and serve as the primary escalation point for all CRM-related issues. By driving process improvements and ensuring compliance with established policies, the D365 Senior CRM Administrator shall support strategic initiatives and delivers a seamless, efficient CRM experience for end users.

Key Responsibilities

The job holder will be responsible for:

• Managing complex CRM configurations, custom components, workflow automation and advanced platform functionality
• Implementing and enforcing CRM governance, security standards and compliance controls
• Overseeing data quality processes, including advanced data cleansing, validation and complex data migration activities
• Acting as the technical escalation point for CRM-related issues, performing deep diagnostics and root-cause analysis
• Coordinating release cycles, patches and updates, ensuring structured testing and controlled deployments
• Monitoring system performance and integration behaviour
• Implementing operational improvements and optimisation measures
• Maintaining and improving technical documentation standards, ensuring accurate, up-to-date records of configurations and procedures

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• Delivering specialised user training and support change initiatives by ensuring staff adoption of new features or updates
• Providing day-to-day supervision and mentoring to team members, ensuring quality, consistency and capability development
• Collaborating with IT and vendors on operational matters to ensure SLA's are met, while maintaining updated DR/BC compliance documentation
• Providing day-to-day supervision and mentoring to team members, ensuring quality, consistency and capability development
• Collaborating with IT and vendors on operational matters to ensure SLA's are met, while maintaining updated DR/BC compliance documentation

In addition to the specific functions, management may assign more duties as required for the job from time to time.

Required Criteria:

Previous proven work experience of four (4) years in Customer Relationship Management or related area., and an MQF Level 5 Qualification in Computer Science, Information Systems, Analytics or related area.

OR

Previous proven work experience of five (5) years in Customer Relationship Management or related area.

OR

Previous proven work experience of two (2) years in Customer Relationship Management or related area and an MQF Level 6 Bachelor's Degree in Computer Science, Information Systems, Analytics or related area.

Desirable Criteria:

Certifications such as Salesforce Administrator, Microsoft Certified: Dynamics365 Fundamentals, or HubSpot CRM Certification; familiar with scripting or coding languages like Python, JavaScript, or Apex (for Salesforce)

Previous proven work experience within the banking or financial services industry and exposure to the local market.

Applicants are required to satisfy the Bank’s minimum eligibility criteria of four (4) O’Levels at Grade 5/C or higher, including English Language, in addition to any role‑specific requirements outlined above. This requirement shall not apply where applicants are already in possession of an MQF Level 6 Degree or higher.

In our process of shortlisting candidates for the vacancy, please note that preference may be given to candidates whose profiles best align with the duties and responsibilities of the role.

Here’s what’s in it for you:

• This Position offers an attractive remuneration package.
• Bank Holidays and additional vacation leave days over and above the statutory entitlement
• Free basic health insurance
• Relocation assistance and packages for expats joining the bank
• Accredited training programs from our BOV Learning Academy
• Study leave when employees decide to further their studies on part time basis
• Staff home loan rates for your dream home and other credit facilities at reduced interest rates
• Voluntary Occupation Pension Scheme (VOPS)
• Guarantee of working with an Equal Opportunities Employer as certified by the NCPE
• A budget dedicated to your children’s summer school costs

At BOV Group, we prioritise integrity, ethical behaviour and a strong work ethic. These principles form the foundation of the Bank’s core values: sustainability, excellence, innovation, integrity, and inclusion. All employees are expected to adhere to the Code of Conduct & Ethics, which outlines the standards for professional and personal behaviour. Commitment to these principles is essential for maintaining the BOV Group’s reputation and ensuring a positive, productive work environment.

The Bank ensures a fair, transparent, consistent and non-discriminatory treatment of employees on the basis of gender, gender identity, race, colour, ethnic, or social origin, genetic features, language, religion, or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.