Senior Manager(L5)- CSM Fleetcare

Position Summary with Job Responsibilities 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 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 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 expectationsDeveloping Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excelDriving Execution - Translating strategy into action and executionLeading by Example - Encouraging and following ethical standardsLeading Change - Recognizing the need for change, initiating and adapting to changeMotivating Self and Others - Inspiring teams and individualsFunctional Competencies Tags