Job Description

We are seeking a passionate and results-driven professional to join Kotak Mahindra Bank Ltd as a Regional Service Quality Manager in the HO & SUPPORT-Service Quality department. In this role, you will play a pivotal part in enhancing our customer service standards and overall operational efficiency. Your primary focus will be to develop and implement strategies that drive continuous improvement, ensuring our regional branches deliver exceptional customer experiences and meet the highest quality standards.

• Lead and manage a team of service quality professionals, providing guidance and support to ensure effective performance.
• Develop and implement service quality strategies and initiatives, aligning with the bank's overall vision and goals.
• Conduct regular audits and assessments of regional branches to identify areas of improvement and ensure compliance with quality standards.
• Analyze customer feedback and market trends to identify opportunities for service enhancement and innovation.
• Collaborate with cross-functional teams to develop and implement customer-centric solutions, ensuring a seamless customer journey.
• Monitor and evaluate key performance indicators (KPIs) to track the effectiveness of service quality initiatives and make data-driven decisions.
• Stay updated with industry best practices and emerging trends in customer service and quality management.
• Build and maintain strong relationships with regional branch managers and stakeholders to drive collaboration and achieve quality objectives.
• Provide regular reports and updates to senior management, highlighting achievements, challenges, and recommended actions.
• Ensure compliance with regulatory requirements and internal policies related to service quality and customer experience.

• Bachelor's degree in Business Administration, Management, or a related field; Master's degree preferred.
• Minimum 8 years of experience in service quality management, with a proven track record of driving successful initiatives.
• Demonstrated leadership skills and the ability to inspire and motivate a team towards achieving quality goals.
• Strong analytical and problem-solving abilities, with experience in data-driven decision-making.
• Excellent communication and interpersonal skills, with the ability to build effective relationships.
• Proficiency in using quality management tools and techniques, including root cause analysis and process improvement methodologies.
• Knowledge of regulatory requirements and industry standards related to customer service and quality management.
• Ability to work independently and manage multiple projects simultaneously, prioritizing tasks effectively.
• Strong organizational skills and attention to detail, ensuring accurate documentation and reporting.
• A customer-centric mindset, with a passion for delivering exceptional service and continuous improvement.