Job Description

Purpose of the RoleTo 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 ResponsibilityCustomer Care Strategy & BSC:Working on Customer Care Strategy along with inputs from departmental heads of the Customer Care functionMonitoring & Updating Customer Care strategic objectives & BSC parametersStrategy deck preparations for various annual meets & compliance requirementsDEEP scheme working with functional heads inputs for Customer Care function ( Dealer score card framework)Monthly DEEP data computation & submission to DD teamScheme design for field team performance monitoring i.e. TOP gear scheme/ alternate scheme preparation for customer care functionWorkshop Composite score / Alternate Framework design & monitoring- monthly update, yearly dashboard updateAnnual Awards computations for dealers and field teamData Preparation and validation and acting as single source of Function to be sent centrally from SHQ on such framework to Finance / Sales / Dealer Development / Marketing / BSC Team / Corp Com / Legal / Central Analytics and other central functionsBudget Planning & ExecutionOFE budget planning for Customer Care function ( SHQ, STS & ATC)FME budget planning based on annual requirement of the functionLiaison with various stakeholders for NVB & RSA budgeting cycle & regular monitoringGoodwill budget projections & liaison with finance for allocationSupport in PO creation process for budget release from finance basis planned & approved budgetsCapex Budget planningMonthly Estimated provisioning of OFE from customer care ( SHQ, STS & ATC)Collaboration and Approvals with Business Planning and Finance from request to approval closure End to EndQuery Resolution from different stakeholder for effective closureCapex procurement support:Annual requirement gatheringWBS creation basis approved line itemsPR creation support in galaxy portalBudget release from capex team & Capitalization of assets post installationInternal & External Audits:Update IATF control documents along with respective process owners of the departmentParticipate & comply with requirements of IATF internal & external audits by updating required deck, evidence documentation etc.Handling TBEM internal & external audits in liaison with different departments of customer care & comply on OFE thorough action planning and regular monitoringStakeholder Profiles & Nature of Interactions:InternalAll function heads and POCsExternalVendor/ agencyDesired Candidate Profile:BE/B.Tech/MBA6 to 10 years of experienceSkills and Competencies:Analytical skillsTechnical understanding of automobile and customer care businessData management and processingGood CommunicationCollaborating and Coordination