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,

📌 Deputy Manager/Manager (Mumbai)
🏢 Mahindra and Mahindra
📍 Mumbai