Senior Manager - Services Analytics

Tata Motors; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Tata Motors in Mumbai invites a strategic role focused on service charter and SCV CV service optimization. The role aims to structure frameworks, standardize processes, and align internal and external supply chains to improve customer experience, reduce TAT, and ensure service quality.

The candidate will institutionalize service standards, drive analytics, and collaborate with multiple internal/external stakeholders to deliver consistent customer value and competitive advantage.

Qualifications

• Strong analytics and advanced Excel skills.
• Ability to solve complex business problems.
• Excellent interpersonal and communication skills.
• Experience handling large-scale projects.
• Ability to work with many business stakeholders.
• Execution excellence and negotiation skills.
• Relationship and people management.
• Personal leadership and innovation.
• Sound business acumen and customer focus.

Responsibilities

• Innovation and Technology Management: Enhanced customer communication with real time updates.
• Improve service delivery through predictive maintenance.
• Operational efficiency through Automation and Fleet management.
• Develop Capability: Data-driven decision making.
• Enhance Customer Service Through Personalization & DIY measures.
• Product Development: Link with Charter to drive performance.
• People Development: Cascade SCV initiatives across teams.

Skills

Analytics

Advanced Excel

Interpersonal skills

Communication skills

Stakeholder management

Problem solving

Leadership

Innovation

Job description

Purpose of the Role:

Service Charter & strategy in SCV CV service is a strategic role that will work towards a structured approach & framework to understand changing needs of the Customer, enhance customer experience, ensure consistent service quality, systematic reduction TAT, foster transparency in reporting, reduce unscheduled down time and align entire work force towards this mission to serve the Customers interest thereby giving Tata Motors a competitive edge in the market.

The role will focus on institutionalizing the Service Charter / Strategy by analyzing service data and strengthening it with a commitment of all stakeholders, detailing the standards of service that customers expect, the responsibilities of the service provider and device methods/policies to align the entire internal / external supply chain towards supporting the Customer. The strategy & service delivery framework will help establish Customer assurance, service TAT & quality consistency through standardized processes, accountability and adopting the TQM way of working.

Job Responsibilities:

Innovation and Technology Management:

• Enhanced customer communication with real time updates
• Improve service delivery through predictive maintenance
• Operational efficiency through Automation and Fleet management

Develop Capability:

• Institutionalize a methodology for data driven decision making
• Enhance Customer Service Through Personalization & DIY measures

Product Development:

• Establish linkages with Product charter / Service charter / AMC Charter to drive service performance.

People Development:

• Cascade the BSC, Service charter, SCV Projects, Micro battles and other initiatives under SCV.

Stakeholder Profiles & Nature of Interactions:

Internal

National Head, RMs, GTM Team, RCFI Team ,Digital Team, Network Team, HR Team, AM’s, TSM’s

External

Dealership Sales Team, Channel Finance Teams

Desired Candidate Profile:

• Strong in analytics and advanced excel
• Passionate to solve complex business problems
• Good interpersonal abilities and communication skills
• Passionate to handle large scale projects
• Ability to work with large number of business stakeholders
• Execution Excellence
• Communication and negotiation skills
• Relationship and people management
• Personal Leadership
• Innovation
• Problem solving and analytical skills

Skills & Competencies:

• Business acumen
• Customer centricity
• Driving execution
• Project management
• Agility