Senior Manager - Roadside Assistance

Purpose of the Role

To create and manage Emergency Breakdown LOB - Road Side Service Processes & manage

Business in the domain of TMPVL managing both Call Centre (EBD LOB) Vendor and Authorized

Service Partner Network Vendor.

Job Responsibility

1 Road Side Assistance (EBD LOB)

• End to End Road Side Assistance Business Management with both Authorized Service Partner and Call Centre
• Customer Escalations Management for RSA Business •
• PO , Budgeting & Audits for RSA Business
• Change Management of Service Vendor / Existing vendor agreements/contract study and propose
• Managing the Operational Efficiency for EBD Desk at Call Centre Process , SOP and Manpower Planning
• Managing & Review the Network Performance of Existing ASP Vendor
• RSA adherence to SLA - Reach Time (City & Highway)
• RSA System integration for Efficient Operations
• Create and Managing existing Process SOPs and review for changes including Forecasting

Desired Candidate Profile

• Education : B.E or B.Tech Full time
• Relevant Experience : 4+ years from automobile industry

Skills & Competencies

• Detailed knowledge on After Sales Road Side Assistance Business Processes
• Call Centre Operations , Automobile technical knowledge
• Knowledge on CRM systems and Mobility application Detailed understanding on business intelligence tool
• Good analytical knowhow and knowledge of MIS
• Budgeting and Commercial Knowledge with Vendor Evaluation Skills