Full Description

Job Summary

The UAT Test Lead will serve as the subject matter expert for all testing activities within the Islamic Bank’s CRM Transformation Program. The role is responsible for leading, planning, coordinating, and driving User Acceptance Testing across all CRM modules—including Customer 360, Lead Management, Complaints, Case Management, Relationship Management, Onboarding, and Workflow Integrations with Islamic core banking platforms (T24, AML, OFSAA, ECM, Digital Channels).

The UAT Test Lead works closely with Business, Operations, Sharia, Technology, Vendors, and Product Owners to ensure delivery of a defect-free, compliant, and Sharia-aligned CRM solution. The role includes end-to-end responsibility for UAT strategy, test governance, execution oversight, defect triage, stakeholder communication, and UAT sign-off.

Key Responsibilities

Lead, manage, and govern all UAT activities for the CRM Transformation Program across all business streams. Own the UAT strategy, test approach, resource planning, timelines, and quality gates. Ensure CRM UAT covers customer journeys, branch workflows, call center flows, lead pipelines, case/complaint resolution, Sharia validation flows, and CRM–core banking integrations. Validate that all CRM functionalities meet business requirements, regulatory rules, Islamic banking controls, and operational needs. Coordinate UAT preparation including test scenarios, test cases, test data, entry/exit criteria, and sign-off requirements. Drive daily defect triage with Technology, Vendors, CRM integrators, and business product owners. Ensure timely closure of defects and complete transparency on root cause, impact, and solution. Align UAT progress with the overall CRM delivery roadmap and program governance. Act as the primary escalation point for UAT issues, risks, and delays. Ensure alignment to Sharia governance, operational risk requirements, and customer experience standards. Manage communication with senior management for UAT progress, risks, mitigation measures, and readiness for go-live. Ensure all UAT documentation, reports, traceability matrices, and defect logs are maintained to audit and compliance requirements.

Accountabilities

Act as the key liaison between Business, Operations, Sharia, Technology, CRM Vendor, and Digital Channels for all CRM UAT matters. Perform test analysis and identify testing enhancements required for CRM workflows, integrations, and user journeys. Develop UAT artefacts (scenarios, cases, templates) and ensure version control and governance. Provide clear UAT progress reporting to PMO and senior stakeholders. Represent business interests during CRM performance testing, regression cycles, and release validations. Collaborate with squads to embed customer-centricity and ensure CRM functionality enables relationship-based Islamic banking. Manage and enforce CRM testing standards, documentation processes, and quality KPIs. Support post-deployment validation, hyper-care UAT, and production sanity testing. Identify continuous improvement opportunities within CRM workflows and testing methodologies. Ensure all UAT activities comply with regulatory, audit, and internal control frameworks.