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-Corporate CSR-Sustainability

Purpose of the Role

The candidate has to ensure the organisation’s processes and practices are ethical both socially and environmentally. Ensure active org wide participation to develop and implement CSR strategies, ensuring the organization operates responsibly and contributes positively to society and the environment.

Job Responsibility

1. Assist Formulation of CSR Strategy:
Collaborate with senior management to contribute to the formulation of CSR-related strategies, annual plans, and policies.
Provide valuable insights and recommendations to enhance the impact and effectiveness of CSR initiatives.

2. Project Development and Deployment:
Conceptualize, design, and execute CSR projects in alignment with organizational objectives.
Set and achieve individual targets for CSR projects, ensuring timely and successful completion.

3. CSR Communication:
Develop and execute communication strategies for CSR initiatives, including films, promotional materials, and social media content.
Prepare internal and external reports to showcase the impact and outcomes of CSR projects.

4. Stakeholder Collaboration:
Collaborate with Tata Group and other external stakeholders to establish partnerships, facilitate audits, and provide assurance on CSR activities.
Act as a liaison between the organization and external partners to ensure smooth collaboration.

5. MIS Systems and Apps:
Develop and update online Management Information Systems (MIS) and applications for efficient monitoring and reporting.
Ensure the usage of MIS systems and apps by all relevant stakeholders.

Stakeholder Profiles & Nature of Interactions

• Multiple cross functional teams within the organisation as per the need and requirement
• A wide range of external agencies, vendors, freelancers etc
• Self-help welfare groups.
• Government agencies.
• Local authorities.
• NGOs

Desired Candidate Profile

• Education Qualifications: Post Graduate in Social Work or Development Sector.
• Work Experience: 8-10 years of experience in CSR or related fields.
• Preferred Industry: Manufacturing, Allied Industries, NGOs

Skills & Competencies

Strong project management skills with a proven track record of successfully implementing CSR initiatives.

• Excellent communication and interpersonal skills for effective collaboration with internal and external stakeholders.
• Proficiency in developing and managing online MIS systems and applications.
• In-depth knowledge of CSR best practices, policies, and regulations.
• Ability to work independently and as part of a collaborative team.

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

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

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

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

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

Senior Manager-Part Sales Retail Network

Purpose of the Role

The role is responsible for driving sales of Spare Parts by increasing penetration in assigned territory. It involve ensuring the availability of genuine parts throughout designated territories and by closely working with retail network. It also involves creating awareness and educating the channel on benefits of genuine spare parts.

Job Responsibility

Sales Execution and Planning

• Drive sales strategy through innovative activities and relationship building to garner maximum market share of Tata Genuine Parts.
• Drive achievement of retail sales, institutional sales, product range and total sales targets by demand generating schemes and initiatives
• Achieve distributor targets for primary and secondary sales by driving order generation activites
• Develop and plan appropriate stock levels with distributers and execute plans for order generations. Monitor fulfilment of orders to ensure targets are achieved. Ensure distributers have the proper funding to support sales
• Ensure the timely handling of channel partners and customer complaints including resolving payment issues, claims settlements and product availability
• Actively coordinate with channel partner and procurement, warehouse & finance team to achieve high fill rates
• Actively explore growth opportunities to increase market share and expanded the network to meet business objectives
• Develop a deep understanding of the market and competition in assigned territory and use insights on competition pricing and distribution strategies to help improve organizations own strategies and tactics
• Develop market potential matrix of Tata Genuine Parts through different methods: retailer wise, product group wise, district wise potential

Financial Management

• Coordinate and monitor the availability of finances for distributors in assigned territory
• Ensure competitive customer pricing by negotiating with channel partners to creating a win-win distribution pricing.
• Monitor over dues of dealers and distributers in assigned area and take actions when required

Relationship Management

• Deliver sales targets by working collaboratively with channel partners, participate in customer contact programs to capture voice of the customers, and providing timely solutions to the market, dealers, distributors and customers

People Management

• Maintain up to date product knowledge and actively provide training and educate to the retailers, mechanics, fleet operators and channel partners regarding product and the usage of genuine spare parts.
• Instilling the importance of resolving customer complaints received by distributors and guiding them on best practices for handling tricky situations in a timely manner. Also training them on importance of stock keeping and timely ordering of parts

Stakeholder Profiles & Nature of Interactions

Internal
Warehouse
Servicing of Orders, providing e-permits.

Central Logistics team.
Tracking shipments

Tech Cell
Technical support for NPI

ASM/CSM
Joint Audits of workshops.

External
Dealer
For order planning, Payments, DPM review on regular basis

Transporter
For claims and timely delivery of consignments.

Desired Candidate Profile

• Education MBA from renowned B school along with B E (Mechanical / Automobile Engg)
• Relevant Experience: 3 – 4 Years
• Experience in Business to Business Sales or Channel Sales or Auto Component Sales

Skills & Competencies

• Sales Skills
• Technical knowledge
• Analytical Skills
• Interpersonal Skill
• Negotiations skills
• Local language knowledge
• Customer Orientations

Senior Manager-Indirect Taxation