Business Analyst

Tasks About MBRDI Mercedes-Benz Research and Development India MBRDI headquartered in Bengaluru with a satellite office in Pune is the largest R D center for Mercedes-Benz Group AG outside of Germany Our mission is to drive innovation and excellence in automotive engineering digitalization and sustainable mobility solutions shaping the future of mobility Summary of the Job The Business Analyst - Customer Care Center plays a pivotal role in driving customer satisfaction operational efficiency and strategic improvements across the Customer Service function This role focuses on analyzing customer interactions feedback service metrics and business processes to identify trends areas for improvement and opportunities for digital enablement The analyst works closely with cross-functional teams including IT operations CRM dealer networks and product quality to enhance the overall customer experience Tasks Responsibilities Product Analysis and Design Analyze current workflows and identify gaps redundancies and risks Define document and maintain process standards SOPs and playbooks Ensure alignment of processes with regulatory compliance and internal governance requirements Product Implementation Use industry-standard methodologies and tools to visualize manage and communicate processes effectively so that they add value as models for information design workforce simulation and service blue printing Product Monitoring Optimization Define KPIs and process health metrics e g compliance adherence process efficiency incident response time Leverage data analytics to monitor process performance and recommend improvements Drive continuous improvement initiatives to enhance efficiency scalability and resilience Change Management Translate process requirements into business needs functional specifications and user stories Partner with product and technology teams to ensure processes are supported by tools and automation Supports change management initiatives to drive the adoption of standardized processes across teams Technical Skills Data Analysis Reporting SQL for querying relational databases Power BI Tableau QlikView Dashboard creation data visualization Python or R Basic scripting for data analysis - optional but advantageous Business Intelligence Analytics Data modeling and data interpretation KPI definition and performance monitoring e g AHT FCR NPS escalation rates Root cause analysis RCA Statistical analysis and trend forecasting CRM Contact Center Tools Salesforce SAP CRM or similar CRM platforms Knowledge of telephony contact center platforms e g Genesys Avaya Ticketing Case Management Systems e g ServiceNow Project Product Collaboration Agile Scrum tools e g JIRA Confluence Requirements gathering and documentation BRD FRD user stories use cases Wireframing and prototyping tools Figma - optional Lean Six Sigma Certification Core Skills Project Management Methods SAFe - Thorough knowledge of SAFe in order to work dedicated to an agile team project as team member Exposure to ISO ITIL or other process continuity frameworks with background in governance risk and compliance GRC tools or platforms Process opt performance management - Provide input regarding optimization for the execution of existing processes we report on analyze optimize the execution of our team s processes Stakeholder Expectation Management Co-creation Customer Orientation Purpose - Understanding how the stakeholders needs support their strategic vision support stakeholder s development refinement of their vision Collaboration Moderation Co-learning Co-Creation Feedback Learning - Understand the different roles in the CAC Applying the communication model and group dynamics share knowledge with the team involve the right team members and together identify clear roles and responsibilities giving requesting and processing received feedback Business Results Orientation Driven to Win Pioneering Spirit - Ensure that CAC colleagues deliver the dependencies for your own output in time or appropriately escalate if it cannot be resolved on your level Strategic Thinking and Acting Purpose Pioneering Spirit Empowerment - Define strategies for own focus functional area and ensure coherence with CAC strategies Flexibility dealing with VUCA Agility Customer Orientation - Anticipate challenges mitigate risks plan contingency and react to unforeseen circumstances related to the team and the CAC as a whole Qualifications Qualifications Bachelors Masters in Computer science Electrical Electronics Communications or other related streams of Engineering Relevant certification Business Data Analyst SAFe Lean Six Sigma Why Join Us Be part of a purpose-driven organization that is shaping the future of mobility Work on cutting-edge technologies and global projects Thrive in a collaborative diverse and inclusive environment Access world-class infrastructure and continuous learning opportunities Equal Opportunity Statement At MBRDI we are committed to diversity and inclusion We welcome applications from all qualified individuals regardless of gender background or ability