DMI Finance - Senior Manager - Dealer Management & Relationships

Senior Manager Dealer Management & Relationships

- Control Contact Center technologies and its management especially in Dealer Management and C-SAT

- Drive digitalization of Dealer service processes with DMI / Partners Associates and end-customers

- Prepare budget and drives cost control; supports other teams in partner onboarding & maintaining relations

- Analyses dealer feedback and suggest action plan geography /segment wise for action

1. Contact Centre Management :

- Establishes/Manage Omni-channel Support Centre

- Forecasts Manpower Requirement

- Monitors the SLAs

- Monitor/ improve Contact Centre Performance to management

2. Service Request & Complaint Management :

- Reviews and monitors Query, Request & Complaint Resolution

- Improves FTR & effective closure

- Reviews L3 and Regulator Complaints as Nodal Officer

- Implements GRM (Grievance Redressal Mechanism) & Monitor SLA

- Keeps a control on Social Media Complaints (ORM - FB, LinkedIn & Google Reviews etc.)

- Dealer Whats app/ FB account management

3. Digital Asset Management :

- Evaluates and implement new-age digital tools

- Reviews & improve existing tools

- Promotes and implements Digital adoption of consumers

4. Implement & Improve Service Platforms :

- Develops system architecture

- Drives automation

- Identifies requirements and change requests

- Assesses developments for successful UAT

5. Onboarding New Partner/Product :

- Analyzes & Propose Business Requirements

- Plans & conduct necessary product training

- Conducts Hands-on meeting

- Provides support in Cross-Sell conversions

6. Budgeting & Cost Control :

- Forecasts Annual Budgets for Contact Centre

- Reviews monthly invoices

- Proposes cost reduction plans

- Develops & Implements Rewards/Penalty Model in Contact Centre

7. Partner Management :

- Drives Expense Negotiation

- Establishes and maintain Vendor, Partner & Regulator relations