Sky Service Design

2 weeks ago

Thāne, Maharashtra, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 24,00,000 per year
Description
As the Team Leader, you will play a pivotal role in shaping the customer experience. Your expertise will guide the development of innovative support strategies, ensuring our customers receive the highest level of service. This role offers an opportunity to make a significant impact on the bank's customer satisfaction and loyalty.

Responsibilities
  • Lead and mentor a high-performing Sky Service Design team, fostering a collaborative and innovative environment.
  • Develop and implement strategies to enhance customer support, focusing on efficiency and satisfaction.
  • Collaborate with cross-functional teams to align support strategies with overall business objectives.
  • Stay updated with industry trends and best practices, incorporating them into our customer support framework.
  • Analyze customer feedback and data to identify areas of improvement and implement effective solutions.
  • Ensure the team adheres to quality standards and continuously seeks opportunities for process optimization.
  • Build strong relationships with internal stakeholders to understand their support needs and provide tailored solutions.
  • Oversee the implementation of new support initiatives, ensuring a smooth transition and positive impact on customer experience.
  • Conduct regular performance evaluations and provide constructive feedback to team members for their growth.
Qualifications
  • Bachelor's degree in Business Administration, Customer Experience, or a related field.
  • 5+ years of experience in customer support leadership roles, preferably in the banking or financial services industry.
  • Proven track record of developing and implementing successful customer support strategies.
  • Excellent leadership and mentoring skills, with a collaborative and inclusive management style.
  • Strong analytical abilities, with experience in data-driven decision-making.
  • Proficiency in using customer support software and tools.
  • Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
  • Excellent communication and interpersonal skills, with a customer-centric mindset.
  • Strong problem-solving and critical thinking abilities.
  • Willingness to stay updated with industry trends and best practices.

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