Regional Nodal Officer-ho

2 weeks ago

Delhi, India Kotak Mahindra Full time

Portfolio Management for escalations received from the Banking Ombudsman Offices to ensure adherence to all norms laid out within the Integrated Ombudsman Scheme 2021 for Rest of North locations including Jammu, Chandigarh, Jaipur, Dehradun, Kanpur, Bhopal
- Liaising with Centralized Nodal Desk, Business Heads, Function Heads to drive adherence to guidelines on TAT and fairness of resolution
- Representing the Bank for all meetings hosted by the Banking Ombudsman from reconciliatory meetings to awareness events and review meetings
- Regulator Relationship Management with all Offices of the Banking Ombudsman and CEPD PAN India through direct engagement Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
- Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
- Conducting reviews and awareness sessions for the channels on expectation from the BO office, new norms, guidelines issued, lessons learnt and best practices to establish a culture for zero defect and first time right to drive reduction in service escalations
- 8 - 12 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
- 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
- Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

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