Team Member-continuous Improvement-kaizen-support Services-customer Experience

3 days ago


Mumbai Maharashtra, India Kotak Mahindra Bank Full time

Job Category KMBL Degree Level Bachelor s Degree As a Team member for Continuous Improvement and Kaizen you will play a crucial role in identifying and implementing process enhancements to deliver an exceptional customer experience Your focus will be on driving efficiency reducing waste and ensuring seamless operations across our customer support functions This role offers an opportunity to be at the forefront of innovation utilizing Kaizen principles to create a culture of continuous improvement within the organization Responsibilities The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment S he will have to identify customer pain areas across the Customer journey Prioritize resolve the customer issues by simplifying process relook at policies practices Collaborating with cross functional teams to drive improvements identified as part of the root cause analysis framework Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints TAT improvement Driving strategic initiatives centered around complaints contacts NPS TAT to derive insights and enhance customer experience Identifying and driving automation of manual processes Qualifications Customer orientation - Essential Problem solving Analytical - Essential Project management skills - Essential Result Orientation - Essential Understanding of business - preferable Appreciation of technology - preferable Good communication skills - written and oral



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