Service Partnerships Manager

you’ll be our:Vehicle Service Partnerships Manager (RSA)

you’ll be based at: Bangalore

you’ll be Aligned with:Lead - Vehicle Service Strategy

you’ll be A member of: Service & Support

What will I be doing at Ather?

• Vendor Management: Negotiate and maintain contracts with RSA vendors to secure competitive pricing. Monitor vendor operations and ensure adherence to agreed-upon Service Level Agreements (SLAs).

• Operational Oversight: Train and monitor the RSA contact center on business rules and processes. Serve as the primary point of contact for the contact center and vendors for real-time support on live RSA incidents, requiring availability and responsiveness. Track and monitor overall RSA incident rates, analyzing data for insights into vehicle failure trends.

• Financial Management: Verify the legitimacy of vendor billing, ensuring accurate amounts are invoiced. Collect and maintain comprehensive documentation for all RSA cases for audit purposes. Manage the end-to-end invoice process, including uploading bills into internal systems, obtaining necessary approvals, correctly attributing expenses across internal Profit & Loss (P&L) centers, and ensuring timely vendor payments.

• Customer Focus: Collect and analyze customer feedback related to RSA experiences to identify areas for improvement.

• Strategic Improvement: Proactively plan and implement enhancements to RSA systems and processes to optimize efficiency and customer satisfaction. Drive profitability of the RSA portfolio by ensuring the achievement of plan sales targets.

• Technical Understanding: Leverage basic automobile technology knowledge to effectively manage and understand the context of RSA incidents. 

What kind of experience & skills do I need for this role?

• Domain Skills/Knowledge:

• Understanding of roadside assistance operations and best practices.

• Basic knowledge of automobile technology to comprehend the nature of RSA incidents.

• Experience in vendor management, including negotiation and contract management.

• Familiarity with financial processes such as invoicing, payment processing, and budget management.

• Knowledge of customer service principles and feedback analysis.

• Understanding of Service Level Agreements (SLAs) and their importance in vendor relationships.

• Technical Skills:

• Proficiency in data analysis and reporting tools (e.g., Excel, data visualization software).

• Experience with CRM or similar systems for managing vendor and case information.

• Familiarity with internal financial systems for invoice processing and expense attribution.

• Work Experience:

• 3-5 years of experience in vendor management, partnerships, or operations, preferably within the automotive or service industry.

• Experience in managing external service providers and monitoring their performance.

• Exposure to financial processes and budget management.

• Behavioral Competencies

• Delivering Results

• Influencing People

• Relationship Management

Some attributes that you bring to this role?

• Strong negotiation and communication skills for effective vendor management.

• Excellent analytical and problem-solving abilities to identify trends and resolve operational issues.

• Ability to be responsive and make decisions under pressure, given the 24x7 nature of the service.

• Strong organizational skills and attention to detail for managing contracts, invoices, and documentation.

• Proactive approach to identifying and implementing process improvements.

• Ability to work independently and take ownership of the RSA portfolio's performance.

What should I have graduated in?

A Bachelor's / Master’s degree in Business Administration, Operations Management, Engineering (preferably Mechanical or Automotive), or a related field.