Mahindra & Mahindra—Deputy Manager/Manager - Data & Business Analyst

Job description

Description: 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. Strong 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