Nodal Officer-ho

2 days 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

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