Senior Operations Manager

3 days ago

Pune, Maharashtra, India Tata Motors Full time

Job Summary:

This is a challenging role that requires strong leadership and problem-solving skills to resolve quality issues and improve customer satisfaction. The successful candidate will work closely with cross-functional teams to drive quality improvements, analyze data, and develop effective solutions.

About the Role:

As a Customer Experience Lead - Plant Operations, you will be responsible for resolving warranty/JDP IQS/field issues by implementing quality improvements through participation in CFTs (Cross-Functional Teams) and providing technical support to field teams. You will also be responsible for analyzing data, identifying root causes, and developing effective solutions to improve customer satisfaction and JD Power IQS Score.

Responsibilities:

  • Quality Improvement Drive:
    • Participate and work with cross-functional teams for issue resolution and recurrence prevention through structured root cause analysis
    • Plan and execute structured root cause analysis for major quality issues
    • Evaluate and ensure closure of issues with MBPA (Management By Process Approach) for supplier quality, process, and design issues
    • Ensure updates for periodic review with ERC, Current Quality, Advance Quality, Technical Services, and senior management in forums like Quality Review Meetings
    • Measure IPTV (Internal Process Efficiency) and EPV (Employee Productivity) improvement
    • % issue resolution within ASD framework
  • Customer Satisfaction Surveys:
    • Detailed analysis of field surveys for respective aggregates
    • Participate and facilitate cross-functional teams for major JDP IQS issues resolution
    • Periodic reviews with JDP CFTs to capture progress and ensure teams work further on issue resolution
    • Facilitate customer calling of CFTs to capture VOC (Voice of Customer) and plan further actions based on VOCs
    • Plan customer visits to understand customer problems as per requirement of CFT
    • Work on detailed action planning for senior management reviews
    • Measure JDP IQS PPH Scores for aggregate, JDP Ranking for TML and models, and % issues resolved as per plan
  • Field Actions for Critical Issues:
    • Analyze and find out root cause for critical field issues
    • Ensure action plan along with the CFTs
    • Execute details of the field actions with support from CFT and coordinate with customer care for implementing the same in field
    • Monitor and ensure timely execution of FAC (Field Action Closure) in the field through customer care
    • Measure closure of FAC as per agreed timeframe
  • New Product Launches:
    • Participate in quick response team for respective aggregates
    • Review daily claims under QRT (Quick Response Team)
    • Attend cases in field as per management requirement for critical field issues to resolve and under the issues
    • Work with the CFT to identify root cause for the issues and plan actions to resolve the same
    • Coordinate with CFTs and plan FAC for addressing major field issues after reviews with senior management
    • Ensure timely closure of FACs & closure of recall & retro-fitment activities within stipulated timeframe
    • Measure no of issues resolved and % issue closure within agreed timeframe

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

Salary Range: ₹1,200,000 - ₹1,500,000 per annum

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