Purpose of the position This position will be accountable for executing Fleet Care strategy, ensuring world class service support. The responsibility of the role would be to achieve business objectives for AMC, FMS and KAM through cohesive group, with appropriate empowerment and proper accountability. They will also support the Digital initiatives of Fleetedge, E-Dukan and Bandhu. This will enable higher Customer satisfaction, increased revenue and enhanced Service & Spares Penetration in line with the organizational policies and government/ statutory norms. Dimensions of the position Direct Reporting - 8-10 Personal Profile Education MBA Marketing / BE Skills 1. Customer Orientation Skills 2. Strategic Thinking 3. Excellent Communication and Influencing Skills 4. Analytical Skills 5. Networking Skills Relevant Experience : 1. 8-12 years 2. Experience in Automobile Industry 3. Experience in Customer Service
Education
Work Experience
Job Responsibility S.N.Job Responsibility 1-Strategy and Development
Develop and Execute AMC, FMS and KAM strategy and budget in the region in line with the overall service strategy
Develop initiatives to improve customer service and enhance customer satisfaction for Tata Motors
Create appropriate promotion schemes/ campaign to drive service revenue through AMC and FMS in the domestic markets
Drive Delivery, Quality and Operations initiatives and provide necessary support to Lead Service Marketing
Coordinate with Network Management teams in domestic business to strategize the network expansion for better customer reach for Fleet Care offerings (AMC and FMS) and service capacity optimization for FMS
Create and implement best practice in strategy, policies, 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.
Design and implement best-in-class Service Processes under the Fleet Care offerings to ensure enhanced customer experience through innovative offerings. 2-Execution and Review
Plan & Executive AMC-FMS-KAM strategy in line with business standards.
Review customer complaint reports and resolution time on periodic basis - provide support to Field teams as and when required
Review service related issues of key accounts to ensure high customer satisfaction
Coordinate with Network Management team to strategize the network expansion for better customer reach and service capacity optimization
Monitor targets w.r.t. service network enhancements.
Set and drive service processes including Safety norms/ standards at channels partners; track adherence to the same
Review progress on specific action plan with state office teams on a regular basis and provide necessary support
Support the Digital initiatives of Fleetedge, E-Dukan and Bandhu and enable higher Service and Spares Penetration through these digital platforms.
Review the information received through multiple sources such as Field Inputs, Market Research and provide adequate inputs on customer needs and preferences 3-Relationship Management
Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance
Work collaboratively, negotiate and engage with key stakeholders to facilitate delivery and compliance with the customer care strategy
Communicate with stakeholders the impact of technology change and potential effects on supply. Recommend solutions without compromising quality or service while optimising cost 4-People Management
Establish strategy and best practices for people to ensure their aspirations are met with the overall business objectives.
Set department objectives at regional level and monitor ongoing progress and performance
Ensure strong communication between teams under leadership to facilitate exchange of information and in order to implement change and improvements
Drive and monitor periodic training and certification program.
Tata Motors Leadership Competencies
Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations
Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel
Driving Execution - Translating strategy into action and execution
Leading by Example - Encouraging and following ethical standards
Leading Change - Recognizing the need for change, initiating and adapting to change
Motivating Self and Others - Inspiring teams and individuals
Functional Competencies
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