Job Description

Purpose of the Role
To 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 Responsibility
Customer Care Strategy & BSC:
Working on Customer Care Strategy along with inputs from departmental heads of the Customer Care function
Monitoring & Updating Customer Care strategic objectives & BSC parameters
Strategy deck preparations for various annual meets & compliance requirements
DEEP scheme working with functional heads inputs for Customer Care function ( Dealer score card framework)
Monthly DEEP data computation & submission to DD team
Scheme design for field team performance monitoring i.e. TOP gear scheme/ alternate scheme preparation for customer care function
Workshop Composite score / Alternate Framework design & monitoring- monthly update, yearly dashboard update
Annual Awards computations for dealers and field team
Data 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 functions
Budget Planning & Execution
OFE budget planning for Customer Care function ( SHQ, STS & ATC)
FME budget planning based on annual requirement of the function
Liaison with various stakeholders for NVB & RSA budgeting cycle & regular monitoring
Goodwill budget projections & liaison with finance for allocation
Support in PO creation process for budget release from finance basis planned & approved budgets
Capex Budget planning
Monthly 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 End
Query Resolution from different stakeholder for effective closure
Capex procurement support:
Annual requirement gathering
WBS creation basis approved line items
PR creation support in galaxy portal
Budget release from capex team & Capitalization of assets post installation
Internal & External Audits:
Update IATF control documents along with respective process owners of the department
Participate & 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 monitoring
Stakeholder Profiles & Nature of Interactions:
Internal
All function heads and POCs
External
Vendor/ agency
Desired Candidate Profile:
BE/B.Tech/MBA
6 to 10 years of experience
Skills and Competencies:
Analytical skills
Technical understanding of automobile and customer care business
Data management and processing
Good Communication
Collaborating and Coordination