Senior Regional Customer Experience Director
6 days ago
Company Overview:
Kotak Mahindra Bank Limited is a leading financial institution that aims to deliver exceptional customer experiences. Our vision is to build a robust and sustainable business model that creates value for all stakeholders.
Job Description:
We are seeking an experienced Senior Regional Customer Experience Director to lead our team of Regional Customer Engagement Managers in the region. This role will be responsible for managing our Cat D portfolio, achieving business objectives, and meeting productivity metrics.
Main Responsibilities:
- Lead a team of RCEMs to manage Cat D portfolio and achieve business objectives.
- Achieve business objectives for the region and meet productivity metrics.
- Drive conversion by meeting benchmark conversion rates from time to time.
- Ensure superior ground coverage of customers mapped to RMCE Channel.
- Drive portfolio objectives through RMCEs - Category upgrades, Casa deepening, Digital adoption, GPH improvement, GSA improvement.
- Manpower hiring and retention.
- RMC channel productivity improvement.
NPS Ensuring on-ground customer experience translates into desired NPS at a portfolio level.
Key Skills and Qualifications:
- Excellent communication and presentation skills.
- Good interpersonal skills, good listening skills.
- Flair for sales, team player with a deep sense of working in matrix structures.
- Analytical skills.
- Ability to work well with others, willing to travel.
- Pro-activeness to know things and drive business and people.
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