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
1. Service Process:
Create new or update existing customer and channel partner related Service business processes with detailing
Manage the PSF CSI processes at field and call centre
Manage the process related trainings and training contents (for channel partners, existing field team, new joinees etc)
Manage Process deployments through internal and external teams
Manage IATF audit procedures manual and audit requirements
Manage Deployment, usage monitoring and sustenance of TMSA across country
Support field on regular queries and activities on areas of Process, PSF-CSI etc
Measures:
OJC & COR
Process Audit (Adarsh Audit) score.
Compliance Score
CSI
TMSA usage %
KYC Success Ratio
SA Buddy App users
2. CRMDMS and IT support:
Support senior management and business functions with analytics and MIS insights for monitoring and managing KPIs
Manage end to end PVBU Services CRMDMS and IT functional requirements for all business process
New Process design and development. Liaison with IT for getting system changes. Perform User Acceptance testings.
Modify existing processes to suite changing business scenarios
Deploy new developed modules in the field. Support and monitor for effectiveness
Design and manage business crucial master data (CRMDMS, Mobility applications, SAP, Portals etc) for smooth functioning of processes
Manage external vendors for support and development of IT related requirements not delivered through TML IT
Manage call center processes (System and physical) related to customer support (Customer App, KYC, Complaints, PSF, EBD etc)
Measures:
Improvement of relevant success metrics (Service retention %, Lost customer recovery % , Service reminders conversion %,etc.)
Delivery of error free processes and systems (% of prioritised requirements enabled)
Creating newer capability for business for competitive advantage (no. of newer capabilities enabled)
Maintaining business as usual with minimum disruption
TMSA usage %
KYC Success Ratio
SA Buddy App users
Stakeholder Profiles & Nature of Interactions
Internal:
Field Service Team
Nature of relations: Support
Frequency: Daily
STS/ SPD Team
Nature of relations: Support
Frequency: Need Basis
IT Team
Nature of relations: Support
Frequency: Weekly
External:
Channel Partners
Call Center partners
IT / mobility vendors
Mobile device vendors
Frequency: Weekly
Desired Candidate Profile

• Education : B.E or B.Tech
• Relevant Experience : 6 years and above experience
• Detailed knowledge on Service business processes, Dealer process and operations, Automobile technical knowledge,
• Knowledge on ERP systems (CRM)
• Knowledge on Mobility application working and architectures (Android/iOS)
• Knowledge on Websites, portals, design and functioning,
• Detailed understanding on business intelligence tool like OBIEE
• Good analytical knowhow and knowledge of MIS
• Knowledge of integrated systems like integration between different ERP systems using web services, payment gateways integration, etc.
• Knowledge on Database structure.
• Knowhow on call centre operations

• Worked on ERP systems (CRM), OBIEE, MIS
• Experienced with Mobility application working and architectures (Android/iOS)
• Knowledge on Websites, portals, design and functioning,