Team Member

4 days ago


Mumbai, India Kotak Mahindra Full time

**Job Role**:
- Drive various streams which help improve customer experience for WBG clients

- Managing the NPS modules; help build fresh modules; and managing customer complaints

- Analyzing complaints to identify any recurrent gaps in systems / processes

- Independently solving for senior management and RBI escalations, and guiding the team to solve a wide variety of customer issues

- Managing interface with the Regulator (RBI) on certain complaints

- Engaging with relevant stakeholders to identify and close the system / process gaps

- Analyzing data on customer complaints and T-NPS and presenting to senior management (Group President & BH) on monthly and on quarterly intervals to the Board

- Interfacing with internal / external audit (if required) on the above-mentioned items

**Job Responsibility**:
- CA/MBA with 7-10 years of experience

- Ability to Influence/Relationship Management Skills.

- Attention to detail - for identifying operational misses and process gaps

- Good communication skills

- Working knowledge of Microsoft Office (Word, Excel & PPT)

- Prior experience in managing customer issues and driving process improvement is a must.

- Inquisitive about existing processes - can find his / her way through the organization


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