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, RM’s, GTM Team, RCFI Team ,Digital Team, Network Team, HR Team, AM’s, TSM’s

External

Dealership Sales Team, Channel Finance Teams

Desired Candidate Profile:

- Solid 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

Tata Motors is an Equal Opportunity Employer, committed to a fair and transparent hiring process. All recruitment decisions are based strictly on Merit, Role alignment, and Business requirements. It does not solicit or accept any form of payment or gratuity from candidates at any stage of the recruitment process. Any such request received should be considered fraudulent and reported immediately.

About Tata Motors:

Part of the USD 180 billion Tata group, Tata Motors Limited (BSE: 500570; NSE: TATAMOTORS), a USD 52 billion organization,



is a leading global automobile manufacturer of cars, utility vehicles, pick-ups, trucks, and buses, offering an extensive range of integrated, smart, and e-mobility solutions. With ‘Connecting Aspirations’ at the core of its brand promise, Tata Motors is India’s market leader in commercial vehicles and ranks among the top three in the passenger vehicles market.

Tata Motors strives to bring new products that captivate the imagination of GenNext customers, fuelled by state-of-the-art design and R&D; centres located in India, the UK, the US, Italy, and South Korea. By focusing on engineering and tech- enabled automotive solutions catering to the future of mobility, the company’s innovation efforts are focused on developing pioneering technologies that are both sustainable and suited to the evolving market and customer aspirations. The company is pioneering India's Electric Vehicle (EV) transition and driving the shift towards sustainable mobility solutions by developing a tailored product strategy, leveraging the synergy between Group companies and playing an active role in liaising with the Government of India in developing the policy framework.

With operations in India, UK, South Korea, Thailand and Indonesia, Tata Motors markets its vehicles in Africa, the Middle East, Latin America, Southeast Asia, and the SAARC countries. As of March 31, 2025, Tata Motors’ operations include 93 consolidated subsidiaries, two joint operations, four joint ventures, and numerous equity-accounted associates, including their subsidiaries, over which the company exercises significant influence.

📌 Senior Manager-SCVPU Service Analytics, Mumbai
🏢 TataMotors
📍 Mumbai