Business Analyst

Tätigkeitsbereich : Forschung & Entwicklung incl. Design

Fachabteilung : XENTRY Diagnosis & Aftersales Retail Strategy

Gesellschaft : Mercedes-Benz Research and Development India Private Limited

Standort : Mercedes-Benz Research and Development India Private Limited, Bangalore

Startdatum : sofort

Veröffentlichungsdatum :

Stellennummer : MER0003TGI

Arbeitszeit : Vollzeit

Aufgaben

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 :

• Facilitate Agile Requirement Definition : Collaborate with Product Managers, Product Owners, and Business Stakeholders to define Epics, Capabilities, Features, and User Stories.
• Documentation : Creating clear and concise documentation, including requirements documents, process flows, and user stories.
• Process & Experience Improvement : Identify process inefficiencies, risks, or gaps during delivery and suggest continuous improvements.
• Data Analysis & Insights : Analyze business processes, data trends, and KPIs to identify areas for improvement.
• Change Management : Supporting the implementation of new solutions and helping stakeholders adapt to changes.
• Testing and Implementation : Supporting the testing and implementation of new solutions to ensure they meet business needs.

Technical Skills : Data Analysis & Reporting

Business Intelligence & Analytics

CRM & Contact Center Tools

Project & Product Collaboration

Testing & QA

Core Skills :

Thorough knowledge of SAFe in order to work dedicated to an agile team / project as team member.

Provide input regarding optimization for the execution of existing processes we report on / analyze; optimize the execution of our team's processes.

Understanding how the stakeholders' needs support their strategic vision (support stakeholder's development / refinement of their vision).

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.

Ensure that CAC colleagues deliver the dependencies for your own output in time, or appropriately escalate if it cannot be resolved on your level.

Define strategies for own focus & functional area, and ensure coherence with CAC strategies

Anticipate challenges, mitigate risks, plan contingency, and react to unforeseen circumstances related to the team and the CAC as a whole.

Qualifikationen

Why Join Us?

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.

Benefits

Mitarbeiterrabatte möglich

Gesundheitsmaßnahmen

Mitarbeiterhandy möglich

Essenszulagen

Betriebliche Altersversorgung

Hybrides Arbeiten möglich

Mobilitätsangebote

Mitarbeiter Events

Coaching

Flexible Arbeitszeit möglich

Kinderbetreuung

Parkplatz

Kantine, Café

Gute Anbindung

Barrierefreiheit

Betriebsarzt

KontaktMercedes-Benz Research and Development India Private Limited

Plot No. 5-P, EPIP 1st Phase560066 BangaloreDetails zum Standort

MBRDI Recruitment E-Mail : -