Senior Manager - Roadside Assistance

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