Test Manager - CRM (Banking)

Test Manager CRM Experience: 12+ Years Location: Navi Mumbai / Dubai Domain: Banking Role Overview We are seeking an experienced Test Manager CRM with strong expertise in CRM Testing, Customer Lifecycle Management, Business Process Validation, Integration Testing, UAT Management, Defect Management, Test Governance, and Stakeholder Management. The ideal candidate will have extensive experience managing end-to-end testing engagements across CRM platforms, ensuring superior quality delivery, driving testing transformations, leading distributed teams, and collaborating with business and technology stakeholders to achieve successful project outcomes. This role requires ownership of test strategy, planning, execution governance, resource management, defect management, quality assurance, reporting, stakeholder coordination, and release sign-off while managing onsite and offshore testing teams. Key Responsibilities End-to-End Test Management & Delivery • Lead end-to-end testing activities for CRM implementation and enhancement programs. • Own overall testing quality, governance, planning, execution, reporting, and release sign-off. • Create and maintain comprehensive Test Strategies, Test Plans, Testing Roadmaps, and Estimation Models. • Define resource requirements and manage team allocation efficiently. • Ensure complete coverage of business requirements, integrations, workflows, and technical validations. • Drive testing governance, quality gates, release readiness reviews, and production sign-offs. • Lead testing improvement initiatives to enhance quality, efficiency, and delivery maturity. CRM Functional Testing Lead testing activities across CRM modules including: • Customer Management • Customer Onboarding • Customer Profile Management • Customer Lifecycle Management • Lead Creation & Qualification • KYC Validation • Account Relationship Management • Customer Segmentation • Customer Data Updates Sales & Opportunity Management • Lead Management • Opportunity Management • Quote Management • Sales Process Validation • Customer Interaction Tracking • Sales Workflow Validation Case & Service Management • Service Request Management • Complaint Management • Case Assignment & Routing • Escalation Management • SLA Validation • Resolution Workflow Validation Campaign & Marketing • Campaign Management • Lead Generation • Target Customer Segmentation • Campaign Tracking • Response Management • Customer Communication Validation Workflow & Business Rules • Workflow Automation • Approval Workflows • Notifications & Alerts • Business Rule Validation • User Access Controls • Data Validation Rules Integration Testing & End-to-End Validation • Lead testing across CRM integrations and connected systems. • Validate CRM integrations with Core Banking, Digital Channels, Payment Systems, Middleware, and Third-Party Applications. • Execute API and Interface Testing activities. • Validate upstream and downstream data flows. • Coordinate testing across multiple technology teams and vendors. • Ensure seamless end-to-end customer journeys across integrated ecosystems. • Support data migration and reconciliation testing activities. Test Execution & Quality Assurance • Create Test Design and Execution Plans. • Review requirements, BRDs, Functional Specifications, User Stories, and Change Requests. • Oversee test case design, execution management, and defect tracking activities. • Ensure successful execution of SIT, UAT, Regression, Integration, and End-to-End Testing. • Maintain requirement-to-test-case traceability. • Monitor testing progress against schedules and milestones. • Review and approve testing deliverables. • Ensure adherence to defined test processes and standards. Defect & Risk Management • Lead daily defect discussions and triage meetings. • Manage end-to-end defect lifecycle. • Track defect trends, leakage, and quality indicators. • Ensure timely resolution of critical and high-priority defects. • Identify project risks, dependencies, bottlenecks, and mitigation plans. • Escalate issues proactively and drive closure. • Support Root Cause Analysis (RCA) and implementation of preventive actions. Governance, Compliance & Reporting • Ensure compliance with client and organizational quality processes. • Consolidate and report project metrics and KPIs. • Create dashboards, governance reports, executive summaries, and status reports. • Maintain project documentation and knowledge repositories. • Monitor project health, risks, testing progress, and quality indicators. • Support audits, reviews, and assessment activities. • Ensure adherence to overall quality governance frameworks. Stakeholder Management • Act as the primary testing contact for client stakeholders. • Interact with client teams regarding project risks, concerns, issues, and resolutions. • Coordinate with Business Users, Product Owners, Development Teams, Architects, Program Managers, and Vendors. • Provide regular project status updates to Delivery Managers and Program Managers. • Support management decision-making through quality insights and reporting. Team Leadership • Manage onsite and offshore testing teams. • Assign tasks and manage team workload efficiently. • Monitor progress and delivery against milestones. • Provide clarifications, guidance, and support to team members. • Mentor Test Leads, QA Engineers, and Test Analysts. • Foster accountability, ownership, collaboration, and quality excellence. Required Skills Experience • 12+ years of overall Testing experience. • Proven experience managing CRM testing programs. • Experience handling large enterprise testing engagements. • Demonstrated expertise in Test Management and Quality Assurance. • Experience managing distributed onsite-offshore teams. CRM Domain Expertise Strong hands-on experience in: • CRM Platforms • Customer Lifecycle Management • Lead Management • Opportunity Management • Service Management • Campaign Management • Workflow Automation • Customer Relationship Management Processes • Customer Data Management • Business Process Validation Test Management Expertise • Test Strategy Development • Test Planning & Estimation • Resource Planning & Allocation • Test Design & Execution Management • SIT Management • UAT Management • Regression Testing • Integration Testing • End-to-End Testing • Defect Management • Risk Management • Quality Governance • Release Readiness & Sign-Off Technical Skills • CRM Platforms • API Testing • SQL • JIRA • Test Management Tools • Defect Tracking Tools • Agile Methodologies • Scrum Framework • SDLC • STLC Quality Governance & Reporting Experience in: • Test Metrics & KPI Reporting • Defect Trend Analysis • Root Cause Analysis (RCA) • Quality Reviews • Risk Assessment & Mitigation • Executive Reporting • Governance Frameworks • Release Readiness Reporting • Management Dashboards Preferred Skills • Banking CRM Implementation Projects • Digital Banking Programs • Customer Experience Transformation Initiatives • CRM Migration Programs • CRM Upgrade Testing • Enterprise Application Integration Testing • Experience managing geographically distributed teams • Strong stakeholder and governance management experience Soft Skills • Excellent communication and presentation skills. • Strong stakeholder management and relationship-building capabilities. • Proven leadership and people management skills. • Strong analytical and problem-solving abilities. • High level of ownership and accountability. • Ability to influence business and technology stakeholders. • Strong governance, reporting, and coordination capabilities. • Ability to manage multiple priorities within complex programs. Key Success Metrics • On-time delivery of testing milestones and releases. • Minimal defect leakage into production. • High stakeholder satisfaction and delivery confidence. • Compliance with governance, audit, and quality standards. • Effective management of risks, defects, and release readiness activities. • Successful delivery of CRM transformation initiatives. • Improved testing efficiency and quality outcomes. • Strong alignment between business requirements and delivered functionality.