Director – Advisor Core Platform, Salesforce

Overview

What is the opportunity?

The Director, Advisor Core Platform, COE is responsible for day to day execution of work supporting advisor CRM technology (currently  Financial Services Cloud, a.k.a. Client 360) across Personal and Commercial Banking. The successful incumbent will act as CRM (Salesforce) expert/SME within the Advisor CRM and Digital Enablement team and work alongside the business to realize on-going business use cases and also be a key part of the Salesforce Center of Excellence (CoE) in delivery methodology, cross collaboration, knowledge sharing and value realization.

The CRM specialist will need to ensure continuous improvement and enhancement of the CRM platform, gather requirements and feedback, design scalable best practice solutions, and manage the product road map. This role will provide technical leadership on the business side for the ongoing administration, support, maintenance and implementation of the CRM platform.

• Key business expert contact for CRM platform (e.g., Salesforce) including: all aspects of support, administration, user management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
• Salesforce configuration changes, including (but not limited to):
  Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports
• Sandbox environment management, Dev Ops/Release management
• Participate in, and contribute to the development of business-centric reporting that enhances both the daily operation of your business stakeholders
• Identify stakeholder needs, negotiate priorities between competing stakeholder interests, and collaborate with developers/partners to ensure that the requirements are implemented effectively and within defined time/budget. This would include integration patterns required to reflect platform design against role family
• Identify, establish and maintain strategic relationships with key internal and external decision-makers and stakeholders. Influence or negotiate key product strategy decision points and milestones
• Data management to improve Salesforce data quality, implementing rules and automation as needed
• Proactive system maintenance including security reviews, release updates, health check, and optimizer, user support tickets, documentation of admin process and guides
• Support for release management and PIVs

• University Degree/Diploma or equivalent with 7+ years of experience working on medium-to-high complexity initiatives in a Salesforce Administrator role
• Expert knowledge of CRM platform – Salesforce FSC
• Salesforce Admin Certification or equivalent
• Strong knowledge and experience with Agile Best Practices / Scrum methodologies
• Experience with Jira, Mural, Confluence and Service Now
• Demonstrated ability to handle complex issues, problem solve and make decisions while dealing with ambiguity
• Proven success at driving deliverables to completion, exercising effective change management strategies and tactics
• Ability to work in a fast-paced environment with minimal supervision and proven people skills, with the ability to build strong relationships and proactively connect with colleagues and stakeholders

• Work experience in Data Migration and Integrations in large scale implementations
• Prior work experience in preparing technical documentation and training

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities