Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

1 week ago

Mumbai, Maharashtra, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description

Job Purpose

To lead and execute customer service and experience enhancement initiatives by driving process improvements. This includes designing and implementing frictionless workflows through:

  • Automation: Leveraging technology to reduce manual interventions and improve efficiency.
  • STP (Straight Through Processing): Enabling end-to-end digital processing with minimal human touchpoints.
  • DIY Digital Journeys: Empowering customers with self-service capabilities for seamless interactions.
Responsibilities

Driving Automation projects

  • Project Lifecycle Management: Lead the development, monitoring, and deployment of key automation and digital transformation initiatives.

  • Customer Experience Enhancement: Implement digital solutions that improve customer service across multiple channels.

  • Stakeholder Engagement: Collaborate with cross-functional teams to gather business requirements, define processes, and oversee development and deployment.

  • Requirement Alignment: Align internal and external stakeholders by identifying needs and evaluating technological capabilities to deliver effective solutions.

  • Impact Assessment: Work with relevant teams to assess the impact of digital transformation on customers, processes, risks, and business outcomes.

  • Governance & Approvals: Ensure timely approvals from critical stakeholders including Business Technology Group (BTG), IT, Audit, ISG, Compliance, Legal, and Business teams. Make necessary amendments based on feedback.

  • Ownership & Delivery: Take full ownership of the solution lifecycle—from ideation to final implementation.

Go Live and Deployments :

  • Responsible for end to end development and testing cycle 

  • Monitoring and finalization of UATs and CUG testing with respective teams.

  • Ensure timely and accurate product implementations.

  • Handover new solutions designed to stakeholder for onward implementation by the Channel.

  • Ensuring the training of channel managers for successful rollout & handling customer issues raised on launch.

  • Support Stakeholder on all possible inputs on the roll out for smooth implementation by the team.

    Business Benefits/Cost Reduction :

· Project Monitoring: Oversee the development of automation and digital initiatives to ensure timely delivery and adherence to quality standards. 

·  Impact Tracking: Continuously monitor deployed projects to evaluate: 

  1. User and customer adoption
  2. Operational efficiency
  3. Cost reduction
  4. Revenue enhancement
Qualifications

Educational Qualifications:

  • Graduate/Post Graduate / MBA 

Key Skills

  • Good knowledge of K-Force Functionalities.

  • Digitally savvy with focus on customer experience and financial products.

  • Banking process and product knowledge.

  • Has both strategic and analytical thinking.

  • Excellent inter personal, presentation and communication skills.

  • Ability to Innovate and implement new digital technologies

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