Propositions Manager-Execution Affluent

2 weeks ago

Mumbai, Maharashtra, India Kotak Mahindra Bank Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Propositions Manager-Execution Affluent-HO & Support-Branch Programme Team

Job NameAffluent Process & Service ExecutionPosition GradeM3 / M4Reports ToHead Execution Affluent PropositionsNos of Reportees- 1) Job Purpose
  • We are seeking a highly motivated and strategic professional to lead process, service and customer service execution and governance for affluent proposition. The role requires to analyse proess gaps and resolution to improve service quality and overall customer experience of the affluent customer.
Area Key Accountabilities / Responsibilities2) Key Accountabilities / Responsibilities Process execution
  • Understand current programme process and realign to make it as error / defect free as possible
Audit compliance
  • A keen understanding of risk , audit, regulatory framework and being able to undertake internal audit
RCSA
  • Timely monitoring of RCSA (internal audit, regulatory and statutory framework)
Service quality & Cx
  • Service Quality / Customer experience improvement
  • Tracking NPS & execute improvement in RNPS/TNPS
  • Ensure prioritized customer experience across bank products
SRs & complaints
  • SR, Complaints TAT monitoring & Improvement
Proposition query handling
  • Handling and monitoring proposition queries and ensuring reduction in queries by process improvement and adherence
3) Candidate Specification
  • Prior experience of managing service and process is required
  • Must have a deep domain expertise in product service and customer experience
  • Critical thinking; thinks outside the box and above and beyond conventional wisdom
  • Collaborative work style; effectively interacts with partners across organizational boundaries/hierarchies
  • Displays a leadership presence; commands respect and will earn trust of senior leaders
  • Multi-tasks productively and reliably, while managing conflicting priorities
  • Attention to detail, Good writing and negotiation skills to be able to provide crisp answers to audit teams
  • Research / Quality oriented,
  • Has a keen eye to understand processes and realign, Process oriented with good execution skills
  • Comfort working with various stake holders and building consensus
Experience LevelMid Level

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