Deputy Manager/Manager - Data & Business Analyst

Mahindra And Mahindra Ltd.; Mumbai; On-site; INR 1,400,000 - 1,900,000; Full time

Job summary

Mahindra & Mahindra Ltd. in Mumbai seeks a Deputy Manager/Manager - Data & Business Analyst to drive CRM, customer care, and digital transformation initiatives.

The role involves gathering requirements, documenting BRD/FRS, and coordinating with IT, vendors, and business teams for successful implementations. The candidate should lead UAT, create dashboards, and monitor KPIs while ensuring data quality and alignment with business goals.

Qualifications

• 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.

Responsibilities

• 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 BRD, FRS, process maps, user stories, and use cases.
• Evaluate existing processes to identify opportunities for optimization, automation, and efficiency.
• Facilitate workshops, stakeholder discussions, and solution reviews.
• Coordinate with IT, CRM teams, vendors, and business functions for implementation.
• Lead UAT, test cases, defect tracking, and business sign-offs.
• Monitor deliverables, milestones, issues, and change requests.
• Ensure solutions align with objectives, compliance, and customer experience goals.
• Analyze data to identify trends, gaps, and improvement opportunities.
• Develop MIS reports, dashboards, and KPI scorecards.
• Monitor key metrics like CSAT, NPS, and TAT; perform root cause analysis.

Skills

Advanced Excel

Power BI

SQL

Tableau

Education

Bachelor's Degree

Tools

Salesforce

Microsoft Dynamics

SAP CRM

Job description

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Deputy Manager/Manager - Data & Business Analyst

Location: Mumbai A.O, MUM-KND-AFS(FD), IN

'- 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.

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

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