Senior Manager - Services Analytics

Purpose of the Role:

Service Charter & strategy in SCV CV service is a strategic role that will work towards a structured approach & framework to understand changing needs of the Customer, enhance customer experience, ensure consistent service quality, systematic reduction TAT, foster transparency in reporting, reduce unscheduled down time and align entire work force towards this mission to serve the Customers interest thereby giving Tata Motors a competitive edge in the market.

The role will focus on institutionalizing the Service Charter / Strategy by analyzing service data and strengthening it with a commitment of all stakeholders, detailing the standards of service that customers expect, the responsibilities of the service provider and device methods/policies to align the entire internal / external supply chain towards supporting the Customer. The strategy & service delivery framework will help establish Customer assurance, service TAT & quality consistency through standardized processes, accountability and adopting the TQM way of working.

Job Responsibilities:

Innovation and Technology Management:

• Enhanced customer communication with real time updates
• Improve service delivery through predictive maintenance
• Operational efficiency through Automation and Fleet management

Develop Capability:

• Institutionalize a methodology for data driven decision making
• Enhance Customer Service Through Personalization & DIY measures

Product Development:

• Establish linkages with Product charter / Service charter / AMC Charter to drive service performance.

People Development:

• Cascade the BSC, Service charter, SCV Projects, Micro battles and other initiatives under SCV.

Stakeholder Profiles & Nature of Interactions:

Internal

National Head, RMs, GTM Team, RCFI Team ,Digital Team, Network Team, HR Team, AM’s, TSM’s

External

Dealership Sales Team, Channel Finance Teams

Desired Candidate Profile:

• Strong in analytics and advanced excel
• Passionate to solve complex business problems
• Good interpersonal abilities and communication skills
• Passionate to handle large scale projects
• Ability to work with large number of business stakeholders
• Execution Excellence
• Communication and negotiation skills
• Relationship and people management
• Personal Leadership
• Innovation
• Problem solving and analytical skills

Skills & Competencies:

• Business acumen
• Customer centricity
• Driving execution
• Project management
• Agility