Nodal Officer-ho
3 days ago
Leading the Service Assurance Centre for Consumer Bank across Retail Liabilities, Retail
Assets and Credit Cards through a multifunctional team of Desk Leads and Officers
As the Nodal Officer for Consumer Bank, leading the last frontier of the service recovery for
issues received as escalations from the Nodal Office, MD & Kotak Leadership Team’s Office
and the Office of the Banking Ombudsman
Driving the culture of service recovery for strengthening consumer relationships through
effective resolutions using Corrective and Preventive Actions so that not only does the issue
get resolved but the recurrence is prevented
Regulator Relationship Management with all Offices of the Banking Ombudsman and CEPD
PAN India through direct engagement as well as through the distribution network of Regional
Nodal Officers
Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization
of Customer Journeys
Supporting efforts on Predictive Modeling with the Data Science teams to preempt customer
dissonance leading to potential escalations
Driving Net Promoter Score (NPS) for the Office of the Nodal Officer through best in class
service recovery of issues
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
12 - 15 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, Cross Functional Teams and Regulatory Offices
Job Role:
J
Job Requirements:
J
Exposure to working directly with Senior Management and Regulators in a high pressure and
timeline oriented environment
Ability to drive change, innovation and impact through active engagement, outreach and project
management
Ability to act as a Coach to channelize team members towards goal achievements using
negotiation, collaboration, motivation and development skills including the ability to act as a role
model within the organization.
Excellent communication, facilitation and presentation skills including proficiency in MS Office
tools (MS Excel and Powerpoint)
Form and mail to
Business Group”
Application:
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