Job 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