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Product Manager
COE (Voice Operations)
The *Video & Voice Unit* serves as the *human interface* of this digital ecosystem, connecting customers through *Inbound, Outbound, Relationship Management and VKYC interactions* — ensuring engagement, trust, and personalized service across every touchpoint.
🎯 *Role Objective*
The *Head – Center of Excellence (CoE)* will play a *strategic enablement and supporting role* in strengthening Kotak 811’s customer engagement ecosystem.
This role focuses on improving *funnel efficiency, operational productivity,* and *customer experience* through *data-led insights, process excellence,* and *technology integration.*
The incumbent will lead a *compact CoE team* and collaborate with business, product, and technology teams to enable each unit to achieve its KPIs.
⚙️ *Key Responsibilities*
*Business Enablement & Performance Optimization*
• Support inbound, outbound, and VKYC units through data insights and process improvements.
• Develop frameworks to track and enhance funnel efficiency, conversions, and cost metrics.
• Drive automation, analytics, and digitization to improve productivity and reduce cost per acquisition/contact.
*Customer Experience & Quality Excellence*
• Strengthen Kotak 811’s *“Digital + Human Touch”* proposition across voice and video channels.
• Monitor and improve *NPS* and service quality scores.
• Ensure *VKYC process compliance, accuracy,* and *TAT adherence.*
*Collaboration & Stakeholder Management*
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• Partner with *Product, Tech, Marketing,* and *Operations* teams to align initiatives with business goals.
• Collaborate with analytics and vendor teams to design efficiency models.
• Present dashboards and insights to leadership on performance and improvement areas.
📊 *Key Deliverables / KPIs*
✅ Funnel efficiency & conversion improvement
✅ Cost per acquisition/contact optimization
✅ Customer satisfaction (NPS) uplift
✅ VKYC compliance & TAT adherence
✅ Unit-level productivity & profitability enhancement
👤 *Candidate Profile*
• *Experience:* 10–15 years in *BFSI / Fintech / Digital Banking* with exposure to contact center operations, customer engagement, or process excellence.
• *Education:* MBA or equivalent (Marketing / Operations / Analytics preferred).
📒*Skills:*
* Strong analytical & problem-solving orientation
* Knowledge of CRM, dialer systems, speech analytics & dashboards
* Proven ability to drive data-led decision-making
* Excellent stakeholder management & communication skills
🌟 *Role Attributes*
• Collaborative & enabling leadership style
• Data-driven & execution-focused
This is an Internal document.
• Strategic thinker with operational depth
• Passionate about digital transformation & customer experience
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
