Senior Manager - Service Digitization

Purpose of the Role

To create and manage customer and channel partner related Service business processes in the domain of PVBU Field Service (Domestic).To manage PVBU Customer care (Domestic) service department's Business IT needs acting as a SPOC and as bridge between core business functions and various IT (internal and external) vendors

Job Responsibility

Service Process

• Engage with field, dealer teams other stakeholders of customer care to map current-state aftersales processes, identify pain points, and define digitalization opportunities with clear objective of improving customer experience and operation efficiency.
• Develop business cases and BRDs with clear scope, benefits, and success metrics for the proposed solutions.
• Be responsible for scoping to sustenance for complex requirements of diverse personas or scenarios, using heterogeneous backend technologies across the digital landscape Enterprise Systems, CRM, Websites, Mobile App, Car Connectivity, Mobility Solutions, Data & Analytics, e-Commerce, Loyalty, and Engagement (UI/UX & CX).
• Align cross-functional managers and internal/external stakeholders, devising implementation strategies, timelines, methodology, and success parameters; partner with IT and solution providers through development, testing, and implementation.
• Drive deployment across dealerships, including process readiness, training enablement, and communication; act as a key point of contact for the dealer network on aftersales digital and process matters.
• Monitor and drive digital platform usage, drive adoption, and ensure sustained performance as per the define success metrics.
• Evaluate and apply emerging technologies (AI/ML, analytics, connected-vehicle data, automation) to enhance aftersales processes and outcomes, operating as a techno-functional expert across contemporary tools and best practices.

Desired Candidate Profile

Education : B.E or B.Tech (Full Time)

Experience : 3 years and above experience

Detailed knowledge on Service business processes, Dealer process and operations, Automobile technical knowledge,

Knowledge on ERP systems (CRM)

Knowledge on Mobility application working and architectures (Android/iOS)

Knowledge on Websites, portals, design and functioning,

Detailed understanding on business intelligence tool like OBIEE

Good analytical knowhow and knowledge of MIS

Knowledge of integrated systems like integration between different ERP systems using web services, payment gateways integration, etc.

Knowledge on Database structure.

Know how on call centre operations

Skills & Competencies

• In-depth knowledge of automotive after-sales operations and processes, including best practices across industry.
• Techno-functional expertise across contemporary after-sales technologies
• Good command of ERP, CRM, and DMS systems.
• Knowledge in Mobile application, API & cloud working & architecture
• Strong ability to design SOPs , end-to-end CX journey maps, UI/UX
• Excellent communication and stakeholder management
• Proficiency in PowerPoint & Excel
• Knowledge of Applied AI