Kotak Mahindra Bank

Digital Banking Kotak 811-Assets-Officer-Digital Banking Kotak 811-Contact Centre Inbound

Kotak Mahindra Bank  •  Hyderabad, IN (Onsite)  •  3 hours ago
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Job Description

The Digital Banking Kotak 811-Assets-Team Manager is a customer-centric role, focusing on delivering exceptional service and cross-selling banking products. This position is vital for managing the contact center's inbound operations and driving customer engagement and satisfaction.

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.
Kotak Mahindra Bank

About Kotak Mahindra Bank

About Kotak Mahindra Group:

Established in 1985, the Kotak Mahindra Group is one of India’s leading financial services conglomerates. In February 2003, Kotak Mahindra Finance Ltd. (KMFL), the Group’s flagship company, received a banking license from the Reserve Bank of India (RBI). With this, KMFL became the first non-banking finance company in India to become a bank – Kotak Mahindra Bank Limited.

The consolidated balance sheet of Kotak Mahindra Group is over 1 lakh crore and the consolidated net worth of the Group stands at 13,943 crore (approx US$ 2.6 billion) as on September 30, 2012.

The Group offers a wide range of financial services that encompass every sphere of life. From commercial banking, to stock broking, mutual funds, life insurance and investment banking, the Group caters to the diverse financial needs of individuals and the corporate sector. The Group has a wide distribution network through branches and franchisees across India, and international offices in London, New York, California, Dubai, Abu Dhabi, Bahrain, Mauritius and Singapore. For more information, please visit the company’s website at https://www.kotak.bank.in/en/home.html

Industry
Finance & Insurance
Company Size
10,000+ employees
Headquarters
Mumbai, IN
Year Founded
1985
Website
kotak.com
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