Team Supervisor

3 days ago


Mumbai, India Kotak Mahindra Full time

**Lead - Nodal Office (Consumer Assets)
- Job ID- Department- Retail Liabilities
- HO & SUPPORT- Location- Mumbai- Number of Positions- 1- Reporting Relationship- Desk Lead- Grade- M5 Chief Manager- Leading the Nodal Desk for Consumer Bank across Retail Liabilities, Retail Assets and credit card through a dedicated team of Senior Officers
- As a Supervisor, leading the last frontier of the service recovery for consumer service 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 distribution network of Regional Nodal officers
- Leading projects for improvements in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
- 12 - 16 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


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