Senior Regional Customer Experience Director

6 days ago


Delhi, Delhi, India Kotak Mahindra Bank Limited Full time

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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