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 B

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