Team Supervisor | Service Quality|HO |amp| SUPPORT|Service Quality

Lead - Nodal Office (Consumer Assets)

Job ID

Department

Retail Liabilities- HO & SUPPORT

Location

Mumbai

Number of Positions

1

Reporting Relationship

Desk Lead

Grade

M5 Chief Manager

Leading the Nodal Desk for Consumer Bank across Retail Liabilities, Retail Assets and credit card through a dedicated team of Senior Officers

As a Supervisor, leading the last frontier of the service recovery for consumer service issues received as escalations from the Nodal Office, MD & Kotak Leadership Team’s Office, and the office of the banking Ombudsman

Driving the culture of service recovery for strengthening consumer relationships through effective resolutions using Corrective and Preventive Actions so that not only does the issue get resolved but the recurrence is prevented

Regulator Relationship Management with all offices of the banking Ombudsman and CEPD PAN India through direct engagement as well as through distribution network of Regional Nodal officers

Leading projects for improvements in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys

12 – 16 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up

Strong domain knowledge of Consumer Banking products, processes and technology

Strong analytical skills to derive insights from data and create actionables thereof

Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads, Cross Functional Teams and Regulatory Offices

If you wish to apply for this job position, please fill your details in the Kotak Fast Track A pplication Form and mail to

Please mention the following in the subject line as ‘ ”Position Name” –“ Your Name” – “ Your Current Business Group ”