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 prospects 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