Deputy Manager/Manager - Data & Business Analyst
Mahindra Group · Posted Oct 8
Automotive, farm equipment, information technology, financial services, and hospitality services
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About the role
Mahindra Group's Data & Business Analyst role supports CRM, Customer Care, DMS, and digital transformation initiatives. The team works with business stakeholders, IT, CRM teams, and vendors to document requirements, optimize processes, and implement solutions. The role analyzes customer, dealer, service, and operational data to build MIS reports, dashboards, and KPI scorecards for leadership decision-making.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- 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.
- 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.
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Mahindra Group
The Mahindra Group is a multinational conglomerate federation of companies with a presence across more than 20 industries globally. The group holds leadership positions in utility vehicles, farm equipment, information technology, and financial services. Driven by its core purpose to enable people to Rise, Mahindra operates across over 100 countries.
- Industry
- Conglomerate
- Company size
- 327000+ employees
- Founded
- 1945-10-02
- Location
- Mumbai, Maharashtra, India
- Funding stage
- Public Company
Leadership
Chairman
Group CEO & Managing Director
Group Chief Financial Officer
Group Chief Technology Officer
Recent coverage
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