Tata Motors Limited is an Indian multinational automotive company, headquartered in Mumbai and part of the Tata Group. The company produces cars, trucks, vans, and buses. Subsidiaries include British Jaguar Land Rover and South Korean Tata Daewoo.
Senior Manager – Customer Care, PV
Purpose of the Role
The role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives; providing technical support and handle customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/ statutory norms.
Job Responsibility
1. Contribution to planning:
Prepare and recommend action plans on vehicle retention and inflow growth
Audit, analyse and implement action plan on process improvement.
Design & Plan SLAs between channel partners and fleet customers
2. Key actions and decisions (Long term and Short term:
Inflow increase and Channel Partner satisfaction
Monitor status of pending claims of CP and seek approvals as required on payment release
Implement/ monitor and increase body shop conversions, productivity and new initiations
Execute and monitor of customer connect initiatives with CP
Service Process & Marketing Oversight
Monitor, analyse and act on improvement of service parameters.
Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive
Service Support Activities Management ( Technical Service Support, Spares & Training)
Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolution
Coordinate with RPM for parts availability and monitor VOR% at Channel Partners
Check and authorize part failure claims.
Service Activity – Corporate & Fleet customers
Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints
Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers
Monitor Key service parameters of 12 fleet cities and suggest action plan with the field team
3. Nature of problems faced/ Scope of improvement opportunities:
Resolve all customer complaints in co-ordination with CP.
Escalate product concerns through DIR/CCIR. and communicate back to CP
Identify training gaps, nominate CP manpower for all courses and monitor certification status
Stakeholder Profiles & Nature of Interactions
Internal
Service Process
Auditing service process progress Review and updating critical customer complaint
Service Marketing
Track service marketing figures
Productivity
Updating report on workshop productivity
Body shop
Updating body shop progress
Spare Parts
Support for parts requirement on urgent basis.
SE&TS
Customer feedback on product performance and support for field on customer complaints. Warranty support, plant visit
ATC
Training requirement and conducting and on assessment/ Certification support.
Customer Experience
Customer Complaints update/ execution process and CUP 52 parameters and deployment
Legal
Communications on legal cases details & follow up.
External
Customer
Service Experience & product performance feedback from customers and responses from us.
Vendors
Support in field and specific cases
Dealers
Performance progress and concern areas
Suppliers
supplies / support in field for camps and schemes & support
Corporate and Fleet Customers
Regular connection with the customers to ensure customized service solutions.
Desired Candidate Profile
Minimum education qualification BE /B.Tech
Minimum experience requirement 5-6 year
Working knowledge requirement Experience working in an automobile industry, customer centric, provide technical support, complaint resolution
Skills & Competencies
Passion for customer – sustainably implements practices that meet customers’ needs and building productive alliances with customers / stakeholder
Executive – TMLBSL Head’s Office
Role Specification
Role Title: Executive – TMLBSL Head’s Office
Reporting Manager: Senior General Manager – Head TMLBSL
Location: Pune
Purpose of the Role:
This role provides high-level administrative support to executives by conducting research, preparing reports, handling information requests, and performing clerical functions such as preparing correspondence, receiving visitors, arranging conference calls, and scheduling meetings. The role requires discretion and confidentiality due to the sensitive nature of the information handled.
Job Responsibilities:
• Manage town hall & data presentations, including preparing agendas and arranging 1:1 meetings/skip level meetings, conferences, seminars, workshops, events and other engagements.
• Prepare and edit correspondence, communications, presentations, and other documents.
• Conduct research and compile data to prepare reports and presentations as needed.
• Screen and prioritize communications and respond to inquiries on behalf of the executive.
• Arrange and coordinate meetings and events, including preparing agendas, taking minutes, and organizing logistics.
• Act as a liaison between the business leaders and internal/external stakeholders, including staff, clients, vendors, and other business partners.
• Manage confidential information with discretion and professionalism.
• Handle ad-hoc projects and tasks as assigned by the executive.
• Competently schedule appointments; arrange telephone and video conferences across different time zones
Stakeholder Profiles & Nature of Interactions:
Internal
• Internal stakeholders TMLBSL
External
• TML COE
Desired Candidate Profile:
1. Functional Knowledge of Skills (Must Have): Communication, MS Office skills
2. Leadership Behaviour:
• Professional demeanour and ability to interact with individuals at all levels.
• Flexibility and adaptability to changing priorities and deadlines.
3. Educational Qualification: Any Graduation
4. Language Proficiency: English
Skills & Competencies:
• 3+ years of relevant experience
• Excellent communication skills, both written and verbal.
• Strong organizational and time-management skills with the ability to prioritize tasks.
• Attention to detail and high level of accuracy
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant software.
Senior Manager-Skill Development
Purpose of the Role:
Position is responsible for designing and developing training content, delivering and review it basis requirement and maintaining training database.
Job Responsibilities:
- Design, develop and deliver the content.
- Review content basis the change and feedback from the line managers
- Shop On the job training, operator assessment, feedback to line supervisor.
- Develop EV Vehicle training facility, deliver training and hand hold in problem solving.
- Continuously interact with Line Supervisors and Manager to give and take feedback for improving skilling quality.
- Update and maintain Training materials and handout.
- Maintain OJT (On Job Training) records, data and MIS as per Tata Motors Limited system.
Desired Candidate Profile: 5-8 years’ Experience
Qualification- B.Tech/MBA
Internal- Operations, Quality, Aesthetic Repairs, Central Workshop
External-Channel Partners
Executive – Time & Attendance
Role Title: Executive – Time & Attendance
Reporting Manager: Senior Manager
Location: Sanand
Purpose of the Role:
Responsible to ensure that the attendance and absence records of all employees for the business unit are updated as per the defined timelines. Provide resolution to queries related to time office for employees at the deployment location. Stakeholder management at location.
Grievance resolution as per defined timelines.
Job Responsibilities:
• Proficiency in knowledge of Excel and Word
• Ability to communicate effectively verbally and in writing in English & local language.
• Ability to interact with employees in a professional manner
• Ability to work independently and with a team in a fast-paced environment with emphasis on accuracy and timeliness
• Good knowledge of SAP (Upload, Smart list, Integration manager, etc)
• Ability to handle confidential information
• Good analytical skills.
• Ability to flexible with job duties and scope of work.
• Managing internal systems and reports to resolve queries from internal and external stakeholders.
Stakeholder Profiles & Nature of Interactions:
Internal
NA
External
NA
Desired Candidate Profile:
Payroll, Accounting, Statutory , MS Excel, Compliance, SAP HR.
Skills & Competencies:
SAP Time Module,SAP HR.
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