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

3 hours ago

Hyderabad, Telangana, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description
As the Digital Banking Kotak 811-Assets-Team Manager, you will be at the forefront of our customer service operations, leading a team that provides support and guidance to our valued customers. Your primary goal is to ensure an exceptional customer experience, fostering a positive and engaging environment. This role is integral to our digital banking strategy, as you will be responsible for cross-selling our banking products and services, maximizing customer satisfaction and loyalty.

Responsibilities
  • Lead and motivate a team of customer service representatives, ensuring a high level of performance and engagement.
  • Handle complex customer inquiries and complaints, providing timely and accurate resolutions.
  • Cross-sell banking products and services to customers, identifying up-sell opportunities and offering tailored solutions.
  • Monitor and analyze customer feedback and trends, implementing improvements to enhance the customer journey.
  • Collaborate with other teams to ensure a seamless customer experience across all touchpoints.
  • Train and develop team members, providing ongoing support and performance feedback.
  • Ensure compliance with regulatory and internal policies, maintaining a secure and ethical environment.
  • Manage and prioritize a high volume of customer interactions, maintaining efficient response times.
  • Stay updated on industry trends and competitor offerings, sharing insights with the team.
Qualifications
  • A bachelor's degree in business, finance, or a related field is preferred.
  • Minimum 5 years of experience in a customer service or contact center environment, with at least 2 years in a managerial role.
  • Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
  • Excellent communication and interpersonal skills, with a customer-centric approach.
  • Proven track record in cross-selling and up-selling financial products.
  • Proficiency in using CRM systems and other customer service tools.
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Flexibility to work in a dynamic and fast-paced environment.
  • Strong problem-solving and conflict resolution skills.
  • Ability to work independently and manage multiple priorities.

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