Deputy Manager/Manager - Data & Business Analyst

Mahindra mahindra.com Open · verified Oct 24, 2026

Mumbai A.O Manager Data Analysis & BI

At a glance

Manager-level Data Analysis & BI role at Mahindra. Mumbai A.O.

Pay not stated Data Analysis & BI salary

RoleData Analysis & BI

SeniorityManager

LocationMumbai A.O

PostedSep 9, 2026 · 6w ago

Role brief

dataroles summary, based on the employer's posting.

What you'll do

Gather business needs for CRM, customer care and digital change, then turn them into requirements, process maps and user stories
Review current processes and lead workshops to find improvements in automation, efficiency and solution design
Coordinate implementation across IT, CRM, vendors and business teams, including testing, issue tracking and business approval
Analyze customer, dealer and service data to explain trends, complaint patterns and operational gaps
Build dashboards and KPI reports covering measures such as response time, SLA adherence, CSAT and NPS

What you bring

At least five years in business analysis, CRM, customer experience, MIS, analytics or digital transformation
Hands-on ability with advanced Excel, Power BI or Tableau, and SQL for analysis and reporting
Experience gathering requirements, mapping processes, assessing gaps and evaluating solutions
Working knowledge of CRM platforms such as Salesforce or an equivalent system, plus dashboard and KPI reporting

Who this fits

This manager-level role suits someone who can connect business requirements, CRM delivery and data analysis, while presenting findings to stakeholders. The position is based in Mumbai A.O, India.

From the employer

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.