Senior Manager - Roadside Assistance

Tata Motors; Mumbai; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Tata Motors in Mumbai invites an experienced professional to lead and manage the Emergency Breakdown (EBD) Road Side Service LOB. You'll oversee end-to-end RSA operations with authorized service partners and the call centre, ensuring efficient service delivery and adherence to processes.

Responsibilities include managing RSA business, budgeting, audits, vendor contracts, SOPs, and network performance, plus forecasting and system integration to improve response times across city and highway.

Qualifications

• BE/B.Tech from a recognised engineering program.
• 4+ years of experience in the automobile industry.
• Experience with RSA or field-service operations is preferred.

Responsibilities

• End to End Road Side Assistance Business Management with both Authorized Service Partner and Call Centre
• Customer Escalations Management for RSA Business
• PO, Budgeting & Audits for RSA Business
• Change Management of Service Vendor / existing vendor agreements / contract study
• Managing Operational Efficiency for EBD Desk at Call Centre, SOP and manpower planning
• Review Network Performance of existing ASP Vendor
• RSA adherence to SLA - Reach Time (City & Highway)
• RSA System integration for Efficient Operations
• Create and manage Process SOPs and review for changes including forecasting

Skills

Road Side Assistance

Call Centre Operations

Automobile knowledge

CRM systems

MIS knowledge

Vendor Evaluation

Budgeting

SLA adherence

Forecasting

Education

BE/B.Tech

Job description

Purpose of the Role

To create and manage Emergency Breakdown LOB - Road Side Service Processes & manage

Business in the domain of TMPVL managing both Call Centre (EBD LOB) Vendor and Authorized

Service Partner Network Vendor.

Job Responsibility

1 Road Side Assistance (EBD LOB)

• End to End Road Side Assistance Business Management with both Authorized Service Partner and Call Centre
• Customer Escalations Management for RSA Business
• PO , Budgeting & Audits for RSA Business
• Change Management of Service Vendor / Existing vendor agreements/contract study and propose
• Managing the Operational Efficiency for EBD Desk at Call Centre Process , SOP and Manpower Planning
• Managing & Review the Network Performance of Existing ASP Vendor
• RSA adherence to SLA - Reach Time (City & Highway)
• RSA System integration for Efficient Operations
• Create and Managing existing Process SOPs and review for changes including Forecasting

Desired Candidate Profile

• Education : B.E or B.Tech Full time
• Relevant Experience : 4+ years from automobile industry

Skills & Competencies

• Detailed knowledge on After Sales Road Side Assistance Business Processes
• Call Centre Operations , Automobile technical knowledge
• Knowledge on CRM systems and Mobility application Detailed understanding on business intelligence tool
• Good analytical knowhow and knowledge of MIS
• Budgeting and Commercial Knowledge with Vendor Evaluation Skills