Nodal Officer-ho

1 week ago

Mumbai Maharashtra, India Kotak Mahindra Full time

CX Team: Head Executive Customer Relations

**Department**

**Customer Experience**

**_Location _**
- Mumbai

**_Grade _**
- M8

**Job Role**:

- The incumbent is expected to lead the Executive Customer Relations desk - handling escalations to Board of directors & Senior management.
- S/he will be accountable for providing end-2-end resolution to the Customers within 24 hours.
- For this s/he will be empowered to take decision and for cases which are beyond the empowerment coordinate with the product/ business verticals and ensure that all the Complaints are resolved within TAT.
- S/he will review the rejected complaints and check for completeness of the responses This person is required to identify key issues which emerge from the ECR escalations.
- The incumbent will also be accountable for complete RCA and drive the improvements through the Kaizen team.
- Incumbent will coordinate a monthly Complaints review meeting with the Business leaders with the intent to drive policy, process & culture changes.Key performance metric will be - Speed: Resolution TAT; Quality: % customers saying issue not resolved; Customer feedback: TNPS®

**Job Requirements**:

- Customer orientation essential
- High level of Customer ownership
- Must have run a large branch / set of branches
- Drive for results
- Problem solving skills along with eye for details Confident to take judgement calls to resolve the customer issues
- Very good understanding of RBI Regulations, business processes and Systems
- Persuasive & Persistent
- Ability to work with cross functional teams
- Good communication skills - written and oral
- 6 sigma green belt would be useful

  • Grievance Redressal Officer-ho

    5 days ago

    Mumbai, Maharashtra, India Kotak Mahindra Full time

    Grade: M2/M3/M4/M5 Job Role - Leading the Retail Liabilities Skill for the Nodal Desk within Consumer Bank 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 - Driving the culture of...

  • Grievance Redressal Officer-ho

    1 day ago

    Mumbai, Maharashtra, India Kotak Mahindra Full time

    Grade: M5/M6 Job Role - Leading the Retail Liabilities Skill for the Nodal Desk within Consumer Bank 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 - Driving the culture of service...

  • Principal Nodal Officer

    1 week ago

    Mumbai, Maharashtra, India HSBC Full time

    -Job description**Some careers open more doors than others.** If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you...

  • Team Member

    1 week ago

    Mumbai, India Kotak Mahindra Full time

    Job Role - Championing the Service Assurance practice as the custodian of the last frontier of the service recovery for escalations from the Nodal Office, MD & Kotak Leadership Team’s Office and the Office of the Banking Ombudsman - Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations handled - Root...

  • Team Member

    7 days ago

    Mumbai, India Kotak Mahindra Full time

    **Job Description**: Role and Responsibilities - Championing the Service Assurance practice as the custodian of the last frontier of the service recovery for escalations from the Nodal Office, MD & Kotak Leadership Team’s Office and the Office of the Banking Ombudsman - Reinstating the faith of consumers in the brand through effective and efficient...

  • Principal Nodal Officer

    2 days ago

    Mumbai, India HSBC Full time

    Job Description Job description Some careers open more doors than others. If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you...

  • Principal Nodal Officer

    1 week ago

    Mumbai, Maharashtra, India HSBC Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Job descriptionSome careers open more doors than others.If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.Wealth and...

  • Grievance Redressal Officer-ho

    2 weeks ago

    Mumbai, Maharashtra, India Kotak Mahindra Bank Full time

    Job Category KMBL Degree Level Bachelor s Degree Role Grievance Redressal Officer Job Role Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations...

  • Grievance Redressal Officer-HO

    2 weeks ago

    Mumbai, Maharashtra, India Kotak Mahindra Bank Limited Full time

    Job DescriptionRole: Grievance Redressal OfficerJob Role- Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk.- Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations.- Suggest projects for improvement in...

  • Grievance Redressal Officer-ho

    1 week ago

    Mumbai, Maharashtra, India Kotak Mahindra Full time

    Grade: M2/M3 Role: Grievance Redressal Officer Job Role - Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk. - Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations. - Suggest projects for improvement in...