JOB DESCRIPTION Santam’s Business Process Management CRM team seeks a D365 Functional Consultant, who will be based at the Head Office in Bellville or at the Johannesburg Alice Lane office. The incumbent will be part of a group of Microsoft Dynamics 365 and Power platform consultants who will ensure that the systems within Santam’s Business Process Management CRM capability are designed, developed, maintained and enhanced efficiently and effectively. The consultant will work closely with clients to understand business requirements and translate them into effective CRM solutions that drive customer satisfaction and operational efficiency. The incumbent is further tasked with maintaining the systems blueprint so that it is usable and consistent with Santam’s Enterprise Application Architecture and future technology direction. PRINCIPLE ACCOUNTABILITIES Solution Design & Implementation Analyse client business processes and requirements. Design and configure Dynamics 365 solutions that use the Customer Service, Field Service, Sales and Marketing modules in line with Microsoft Dynamics and general IT best practices. Produce detailed solution documentation and ensure integration with all Santam systems. Ensure solutions are presented to and approved by the relevant Santam, Sanlam and Dynamics 365 design forums. Customise entities, workflows, business rules and forms. Client Engagement & Advisory Conduct workshops and discovery sessions with stakeholders. Provide strategic guidance on CRM best practices and digital transformation. Act as a trusted advisor to clients throughout the lifecycle of the project. Cultivate and manage objective working relationships with a variety of stakeholders. Project Delivery Participate in full project lifecycles: project planning, requirements gathering, design, development, testing, deployment and support. Collaborate with developers, testers and project managers to ensure successful delivery. Ensure solutions are scalable, secure and aligned with Microsoft standards. Monitor and track progress to ensure delivery of all planned commitments and keep stakeholders informed. Consult in the provision of cost estimates. Identify potential risks/issues and give input into the risk plan. Training & Documentation Review and provide insight in the creation of user manuals, training materials and conduct end‑user training sessions. Provide post‑implementation support and troubleshooting. Stay current with Microsoft Dynamics 365 updates and roadmap. Recommend enhancements and new features to improve client systems. Facilitate effective knowledge transfer to all team members. Ensure adherence to department standards and processes. Mentor and guide junior resources. QUALIFICATIONS AND EXPERIENCE Diploma or Bachelor’s degree in Information Systems, Computer Science or related field. Microsoft certifications MB‑230: Microsoft Dynamics 365 Customer Service Functional Consultant required. Microsoft certifications MB‑280 Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate advantageous. 4 to 6 years of experience in Dynamics 365 CRM consulting and implementation. CORE COMPETENCIES AND SKILLS Technical Skills: Strong knowledge of out‑of‑box Microsoft Dynamics 365 Customer Service, Field Service, Sales and Marketing modules. Experience with Power Platform including Power Apps, Power Automate, Power BI (preferred) and Atlassian JIRA suite (advantageous). Familiarity with Co‑Pilot Dataverse, Azure Logic Apps and custom connectors. Understanding of integration tools (e.g., KingswaySoft, Azure Integration). Consulting & Business Skills: Strong business analysis and requirements gathering skills. Ability to translate business needs into technical solutions. Experience in stakeholder management and client communication. Knowledge of ITIL, Agile or Waterfall methodologies. Soft Skills: Excellent problem‑solving, analytical, innovative and forward‑thinking. Strong verbal and written communication skills. High level of adaptability and team collaboration. Ability to work independently or in a team and manage multiple priorities. WORKPLACE INCLUSION Santam is committed to diversity, inclusion and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro‑inclusivity and fostering a workplace where everyone can thrive. #J-18808-Ljbffr