CEC-Regional Customer Engagement Manager

3 weeks ago

Delhi, India Kotak Mahindra Bank Full time

Job Role:

  • Lead a team of Relationship officers -Customer Engagement (ROCE) in the region to manage Cat C & D portfolio as assigned by VRM / CEC.

  • Lead Conversion - Meeting benchmark Conversion of leads as budgeted from time to time as generated by Customer experience Centre(CEC) and central campaigns/triggers by CVMHO team

  • Ensure superior ground coverage of the customers mapped to VRM and ROCE team

  • Drive portfolio objectives through RO CEs - Category upgrades, Casa deepening, Digital adoption, GPH improvement, GSA improvement

  • NPS – Ensuring on ground Customer experience translates into desired NPS at a portfolio level

Job Requirements:

  • Graduate with min 12 years, or Post Graduate with a min of 8-10 years of experience
  • Experience of managing a large feet on street 20+, team remotely.
  • Experience field sales in BFSI preferred.
  • Excellent communication skills – Verbal & Written
  • Flair for Sales
  • Good listening skills and strong communication abilities.
  • Team Player with deep sense of working in matrix structures.

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