Grievance Redressal Officer-ho

18 hours 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 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
- Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
- Supporting the Predictive Modeling efforts in collaboration with the Data Science teams on preempt customer dissonance leading to potential escalations
- Driving Net Promoter Score (NPS) for the Nodal Office through best in class service recovery
- 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

job Requirements
- 6 - 8 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 and Cross Functional Teams
- 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)

Application

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