Grievance Redressal Officer-ho - Mumbai, Maharashtra, India - Kotak Mahindra

Kotak Mahindra

Verified Company

Mumbai, Maharashtra, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Grade:
M2/M3/M4/M5

Job Role

Leading the Retail Liabilities Skill for the Nodal Desk within Consumer Bank 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
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
Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
Supporting the Predictive Modeling efforts in collaboration with the Data Science teams on preempt customer dissonance leading to potential escalations
Driving Net Promoter Score (NPS) for the Nodal Office through best in class service recovery
Establishing a culture across all customer channels, viz Branch Banking, Customer Experience Centre and Digital DIY for zero defect and first time right to drive reduction in service escalations

job Requirements
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 and Cross Functional Teams
Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment
Ability to drive change, innovation and impact through active engagement, outreach and project management
Ability to act as a Coach to channelize team members towards goal achievements using negotiation, collaboration, motivation and development skills including the ability to act as a role model within the organization.
Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

Application