Complaint Desk Manager

6 days ago

Mumbai, Maharashtra, India Kotak Mahindra Bank Full time ₹ 1,20,000 - ₹ 1,80,000 per year

Complaints Management-Digital Banking Kotak 811-Regional Sales

Complaint Desk Manager – 811 Complaints Management

  • Experience Required: M2/M3
  • Location: Mumbai

Job Role & Responsibilities:

  • Manage and resolve complaints related to 811 customers across Savings Accounts, Credit Cards, and Loans.
  • Handle escalated customer grievances addressed to Senior Management, Principal Nodal Officer, Bank Ombudsman, and Managing Director.
  • Act as the Single Point of Contact (SPOC) between internal bank teams and product teams to ensure swift and effective complaint resolution.
  • Drive end-to-end complaint closure through proactive follow-ups and coordination with relevant stakeholders.
  • Identify and analyze recurring complaint patterns, collaborate with process teams to investigate root causes, and recommend corrective actions.
  • Maintain and enhance complaint reporting frameworks, including trend analysis by category and volume.
  • Ensure seamless handling of complaints across all customer channels—email, phone, social media, branch, etc.

Candidate Requirements:

  • Strong written and verbal communication skills.
  • Good understanding of banking operations and processes.
  • Familiarity with credit products, personal banking queries, and regulatory guidelines.
  • Working knowledge of core banking systems such as Finacle, Dot Net, Vision , etc.
  • Excellent logical reasoning, data analysis, and problem-solving abilities.
  • Proactive mindset with a focus on process improvement and business process re-engineering.
  • Assertive, self-driven, and detail-oriented.
  • Proficient in MS Excel and comfortable working with data.
  • Awareness of market trends and competitive practices.
  • Strong follow-up skills and ability to work independently under pressure.
Experience LevelSenior Level

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