Senior Manager_Regional Charging Manager

Purpose of the RoleThis role has a critical function of managing end to end charging solutions for entire zone. The role holder would work closely with various stakeholders within Tata Motors, charging service providers to ensure that the customer in their region gets a superior charging CX. This includes working with regional sales/service team, dealers and installation partners for installation of Home and Public chargers. This role holder will also work with SHQ team to implement charging ecosystem growth initiatives in their respective region. Job ResponsibilityLead for home charging Ops and CX (PS & CAs to liaison with customers): Work with charging installation partner to ensure that Home charger is installed before delivery of the car Monitor performance of the installation partner and Evaluate/Rate as per SLA. Monitor dealer performance through sales/service team for process adherence. Manage customer escalations. Create alternatives to installation partner in cases where the existing partner has capacity/delivery constraints. (Training and On Boarding) Enable rapid sales expansion through process automation / digital solutions. Lead for RWA identification and execution – In sync with sales team: Address the need of RWAs by proactively installing society chargers in high demand areas. Device innovative solutions for the cases where the customer does not have covered/dedicated parkingMapping of white spaces and liaisoning for regional infra development: Collate customer requirements on public charging (in cities as well as highways) and work with various operators to ensure that the charging needs are met. Serve as the charging business specialist to answer customer queries on charging as central point of contact for dealerships/ other points of sale Stakeholder Profiles & Nature of InteractionsInternal:Sales Team – ZM/RM/TSM Review home charging operations requirement Review regional public charging requirements Review community charging requirementsService and Customer Support Review charging complaints and resolution Charging related product feedback and joint discussion with supplier for resolution Marketing team Review regional charging creatives for dealers and joint promotions with charge point operators Digital marketing content development and data sharing Intra-Departmental Regional charge point operator data mapping New CPO identification and onboarding for collaboration and data sharing on digital platforms Service and Customer Support Sign-off service process, new product serviceability requirements External:Charge point operators Regular sync up for new charger deployment in line with regional requirements Charger uptime and reliability issue resolutions New technology adoption and network expansion roadmap discussionTata Power (HC installation partner) Home charger installation TAT governance Home charging complaints management and resolution. Vendor expansion and installation capacity planning in line with sales Installation audits and quality governanceCharger Suppliers Understand new charging technology roadmap. Product complaint and resolution managementGovernment councils/DISCOM Advocacy for EV Charging policies and ease of network expansion Advocacy for ease of new EV meter connection (residential/commercial) Desired Candidate ProfileGraduation degree in Mechanical /Electrical /Electronics, MBA preferredCandidate should have experience in operations managementExperience in EV charging infrastructure space and interaction with charger OEMs and charge point operatorsCandidate should be well versed with E-mobility space and current charging infrastructure in IndiaBusiness development/ key account manager experience in E-mobility spaceCandidate should have experience in internal and external stakeholder management.Candidate should have customer interaction and escalation handling experience.Experience in automobile service function Skills & CompetenciesStakeholder managementEV charging ecosystem knowledgeCharging infrastructure acumenOperations managementCustomer centricityDriving execution

Part of the USD 165 billion Tata group, Tata Motors Limited (BSE: 500570 and 570001; NSE: TATAMOTORS and TATAMTRDVR), a USD 44 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, 2024, Tata Motors' operations include 90 consolidated subsidiaries, two joint operations, five joint ventures, and numerous equity-accounted associates, including their subsidiaries, over which the company exercises significant influence.