Grievance Redressal Officer-HO

4 weeks ago

Mumbai, Maharashtra, India Kotak Mahindra Bank Limited Full time
Job Description

Role: Grievance Redressal Officer

Job Role

- Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk.
- Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations.
- Suggest projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
- 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

- 6 8 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
- Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

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