Lead Scrum Master – BPR & CRM

🕒 Experience: 5+ Years

🔷 About the Role

We are looking for an experienced Lead Scrum Master to drive Agile delivery across Business Process Reengineering (BPR) and CRM initiatives. This role focuses on leading Agile teams, ensuring seamless system integrations, and driving continuous improvement across enterprise-scale projects involving CRM, SAP, and customer-facing platforms.

🔷 Key Responsibilities

• Serve as a Scrum Master for one or more Agile teams, promoting collaboration, transparency, and continuous improvement.
• Facilitate Agile ceremonies including daily stand-ups, sprint planning, reviews, and retrospectives.
• Act as a bridge between development teams and stakeholders, ensuring alignment on goals and priorities.
• Provide leadership and guidance to ensure adherence to Agile principles and best practices.
• Collaborate with stakeholders to gather and refine business requirements.
• Manage and support system integrations, particularly involving SAP and CRM platforms.
• Define and track project metrics and performance indicators to drive efficiency.
• Work with UI/UX teams to enhance customer experience and service processes.
• Identify opportunities for process optimization in areas such as account management, inventory, and case management.
• Monitor project progress and remove impediments to ensure smooth delivery.
• Coordinate with SAP and technical teams for seamless integration of enterprise systems.
• Support training and change management initiatives to ensure successful adoption of new systems.
• Maintain comprehensive project documentation and reporting.
• Build strong relationships with stakeholders, vendors, and cross-functional teams.
• Ensure adherence to organizational standards, policies, and Agile methodologies.

🔷 Technical Scope

• CRM Systems: Microsoft Dynamics CE or similar platforms
• SAP S/4 HANA: Modules like BRIM, FICA, and Analytics Cloud
• Account & Case Management: Customer lifecycle and interaction handling
• Billing, Payments & Transactions: End-to-end financial processes
• Customer Channels: Portal, mobile apps, chatbot, IVR, and omnichannel systems
• UI/UX & CX: Enhancing digital customer experience
• Data Migration: ETL processes and system transitions

🔷 Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Engineering, Business Administration, or related field (Master’s preferred).
• Certified Scrum Master (CSM) or equivalent Agile certification.
• 5+ years of experience as a Scrum Master or Agile Coach.
• Strong experience delivering projects in CRM, SAP, or enterprise environments.
• Deep understanding of Agile methodologies and tools.
• Excellent leadership, communication, and facilitation skills.
• Strong ability to manage cross-functional teams and stakeholders.

🔷 Preferred Skills

• Experience in tolling or transportation industry
• Knowledge of UI/UX design principles and customer experience improvements
• Exposure to enterprise systems and process transformation initiatives

🔷 Core Skills

• Agile & Scrum leadership
• Stakeholder management
• Process optimization & BPR
• CRM & SAP integration
• Project delivery & team facilitation