Digital Banking Kotak 811-Assets-Team Manager-Digital Banking Kotak 811-Contact Centre Inbound

5 hours ago

Hyderabad, Telangana, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description
As the Team Manager for Digital Banking Kotak 811-Assets, you will play a vital role in driving the success of our Retail Asset Inbound operations. Your primary focus will be to lead and mentor a team of customer service representatives, empowering them to deliver exceptional service and effectively handle customer complaints and cross-selling opportunities. You will be responsible for creating a positive and productive work environment, ensuring that our team members are equipped with the necessary skills and knowledge to excel in their roles.

Responsibilities
  • Lead and manage a team of customer service representatives, providing guidance and support to ensure high-quality service delivery.
  • Oversee the resolution of customer complaints, ensuring timely and effective responses, and driving continuous improvement in complaint handling processes.
  • Implement and monitor cross-selling strategies, identifying opportunities to promote and upsell Kotak Mahindra Bank products to customers.
  • Conduct regular performance evaluations and provide constructive feedback to team members, fostering a culture of continuous learning and development.
  • Collaborate with other departments and stakeholders to align customer service strategies with the overall business objectives of Kotak Mahindra Bank.
  • Ensure compliance with regulatory requirements and internal policies, maintaining a high standard of ethical conduct and data privacy.
  • Analyze customer service metrics and generate reports, identifying areas for improvement and implementing strategies to enhance overall customer satisfaction.
  • Stay updated with industry trends and best practices in customer service, continuously seeking opportunities to enhance the customer experience.
  • Build and maintain strong relationships with key stakeholders, including senior management and other business units, to ensure effective collaboration.
Qualifications
  • A bachelor's degree in Business Administration, Customer Service, or a related field is preferred.
  • Minimum 5 years of experience in a customer service leadership role, with a proven track record of successfully managing and mentoring teams.
  • Demonstrated expertise in customer complaint resolution and cross-selling strategies, with a strong understanding of banking products and services.
  • Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and colleagues.
  • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and process improvement.
  • Proficiency in using customer relationship management (CRM) systems and other relevant software tools for efficient team management.
  • Ability to work in a fast-paced, dynamic environment, handling multiple tasks and priorities effectively.
  • Strong leadership and coaching skills, with a focus on employee engagement and development.
  • A customer-centric mindset, with a passion for delivering exceptional service and driving customer satisfaction.
  • Flexibility to adapt to changing business needs and a willingness to take on new challenges and responsibilities.

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