Responsibilities & Key Deliverables

'- Act as a Business Analyst for CRM, Customer Care, DMS, and digital transformation initiatives.

- Collaborate with business stakeholders to understand, document, and analyze business requirements.
- Prepare Business Requirement Documents (BRD), Functional Requirement Specifications (FRS), process maps, user stories, and use cases.
- Evaluate existing business processes and identify opportunities for process optimization, automation, and efficiency enhancement.
- Facilitate requirement workshops, stakeholder discussions, and solution reviews.
- Coordinate with IT teams, CRM teams, vendors, and business functions to ensure successful solution implementation.
- Lead User Acceptance Testing (UAT), test case preparation, defect tracking, and business sign-offs.
- Monitor project deliverables, milestones, issue resolution, and change requests.
- Ensure implemented solutions align with business objectives, compliance requirements, and customer experience goals.
- Analyze customer, dealer, service, and operational data to identify trends, gaps, and improvement opportunities.
- Develop and maintain MIS reports, management dashboards, and KPI scorecards.
- Monitor key customer care metrics such as Complaint Volumes, TAT, SLA Adherence, Repeat Complaints, CSAT, NPS, and Resolution Effectiveness.
- Perform root cause analysis using data and present actionable insights to management.
- Support decision-making through predictive and trend analysis.
- Ensure data quality, consistency, and integrity across CRM systems and reports.
- Generate periodic business reviews and performance reports for leadership teams.
- Work with large datasets using Excel, Power BI, SQL, and reporting tools.

Preferred Industries

Education Qualification





- Bachelor's Degree in Engineering, Computer Science, Information Technology, Statistics, Mathematics, Business Administration, or related disciplines.

- Certifications in Business Analysis, Data Analytics, Power BI, Salesforce, Agile, or Project Management will be an added advantage.

General Experience

- 5-10 years of experience in Business Analysis, CRM, Customer Experience, MIS, Data Analytics, or Digital Transformation functions.

- Proven experience in requirement gathering, process mapping, gap analysis, and solution evaluation.
- Strong exposure to CRM platforms such as Salesforce, Microsoft Dynamics, SAP CRM, or equivalent.
- Experience in dashboard development, KPI reporting, and business analytics.
- Prior experience in Customer Care, Automotive, Manufacturing, Retail, Telecom, BFSI, or Service industries preferred.
- Exposure to CRM implementation, enhancement, or transformation projects will be an advantage.

Critical Experience

Proficiency in business requirement gathering, process mapping, data analysis, and business reporting, with hands-on experience in Advanced Excel, Power BI/Tableau, and SQL. Strong capabilities in KPI reporting, root cause analysis, UAT coordination, CRM systems (preferably Salesforce), and preparing management presentations and dashboards.

Robust analytical and problem-solving skills with the ability to derive actionable insights from data. Excellent communication and stakeholder management capabilities, coupled with a structured, detail-oriented, and customer-focused approach. Demonstrates strong business acumen, ownership, and the ability to manage multiple priorities while driving process improvements and informed business decisions.

System Generated Secondary Skills

📌 Deputy Manager/Manager - Data & Business Analyst (Mumbai)
🏢 Mahindra u0026 Mahindra
📍 Mumbai