Ho Team Member

1 week ago

Thane, India Kotak Mahindra Full time

Job ID- Department- Retail Liabilities
- HO & SUPPORT- Location- Mumbai- Number of Positions- 1- Reporting Relationship- EVP- Grade- M4 / M5- Leading the Process Desk for the Nodal Office managing all process writing, SOP creation, review, updation of Customer Service and Grievance Redressal related items
- Single Point of Contact for Compliance, ORM, IAD and other stakeholders for understanding regulatory and statutory requirements and converting that in to documentation via Process and policy notes
- Responsible for implementing recommendations received from RBI inspections and responding to queries received from time to time
- Supervising the Regulatory Reporting team for all aspects of Customer Service and Grievance Redressal for the Bank
- Single Point of Contact for maintaining oversight of all recommendations received from the regulator, Internal Audit and any other stakeholder via active Project Management for closure and close looping
- Liaison point for the CEPD, RBI for reconciliation of data on Banking Ombudsman complaints through periodic meetings and interactions
- Leading the RCSA activity for the department including supporting quality monitoring, process audits and workflow exception review and improvement projects
- 6 - 8 years of work experience in managing customer service processes
- Should have worked on preparing SOPs, MIS and management notes
- Strong understanding of grievance redressal workflows of the Bank
- Strong analytical skills to derive insights from data and create actionables thereof
- Eye for detail and high levels of accountability and ownership towards tasks
- Exposure to working on Project Management tools, Digitization and Automation Projects
- Excellent communication, facilitation and presentation skills

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