General Manager - Customer Service

Purpose of the Role

The role will be responsible to ensure customer and channel partner satisfaction by improving service quality, increasing the service network reach and taking initiatives to improve dealer profitability within the available resources of manpower and budgets for various customer centric activities.

Job Responsibility

1. Strategy and Development:
Develop initiatives to improve customer service and enhance customer satisfaction for Tata Motors
Create and monitor special promotion schemes/ campaign to drive service revenue across the region.
Design and implement best-in-class Service Processes to ensure enhanced customer experience through innovative offerings.
Create and implement best practices in strategy processes and procedures to aid and improve business performance and meet business objectives and operational needs, in terms of customer satisfaction which enables the company to function and compete effectively in the market.
Identify opportunities and open new authorized service stations (TASS) to increase the service reach

2. Review and Execute:
Review customer feedback reports and provide support to Field teams to take action
Review service related issues with dealers and authorised service station (TASS) to ensure high customer satisfaction
Plan and Review monthly performance of key accounts to ensure high customer satisfaction and profitability
Monitor targets w.r.t. service network enhancements and create action plan for its modernization
Set up processes and systems for delivering best in class safety norms and standards across service centers
Review warranty costs and conduct special audits for dealers with high warranty costs
Review the information received through multiple sources such as Field Inputs, Market Research and provide adequate inputs on customer needs and preferences
Conduct grading of different workshops in the region based on Workshop Assessment Report (WAR)
Prepare schedule for workshop modernization and monitoring it weekly to meet the regional target

3. Relationship Management:
Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance
Work collaboratively with service partners to understand their issues and be an integral part in providing solutions
Contribute to new business initiatives and projects. Review and communicate the impact on production activities

4. People Management:
Establish strategy and best practices for people to ensure their aspirations are met with the overall business objectives.
Ensure strong communication between teams to facilitate exchange of information and in order to implement change and improvements
Responsible for developing the appropriate organisational structure, resource plans and culture to support the business objectives and customer deliverables
Drive and monitor training of manpower across service centres and review monthly performance