Job Description

We are seeking a talented and experienced 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 crucial part in driving service excellence and operational efficiency across multiple branches. Your primary focus will be to ensure that our customers receive a consistent, high-quality experience, while also optimizing processes and procedures to enhance overall operational performance.

• Oversee and manage service quality across assigned branches, ensuring compliance with company standards and regulations.
• Conduct regular audits and assessments to identify areas for improvement and implement necessary changes.
• Develop and implement strategies to enhance customer satisfaction and loyalty, focusing on personalized and efficient service delivery.
• Collaborate with branch managers and staff to provide training and support, ensuring a skilled and motivated workforce.
• Analyze customer feedback and market trends to identify opportunities for service enhancement and innovation.
• Monitor and evaluate key performance indicators (KPIs) to track service quality and make data-driven decisions.
• Build and maintain strong relationships with internal stakeholders and external partners to foster a collaborative environment.
• Stay updated on industry best practices and emerging trends, incorporating them into service quality initiatives.
• Lead and mentor a team of service quality professionals, providing guidance and support for their professional development.
• Ensure timely and accurate reporting on service quality metrics, providing insights and recommendations to senior management.

• Bachelor's degree in Business Administration, Finance, or a related field, with a preference for a Master's degree in a relevant discipline.
• Minimum 8 years of experience in a similar role, preferably in the banking or financial services industry.
• Proven track record of successfully managing and improving service quality in a regional or multi-branch environment.
• Excellent leadership and communication skills, with the ability to inspire and motivate a diverse team.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in using relevant software and tools for service quality management and reporting.
• Ability to work independently and manage multiple priorities in a fast-paced, dynamic environment.
• Excellent organizational and time management skills, with a focus on attention to detail.
• Willingness to travel to different branches as required for audits, training, and support.
• A customer-centric mindset, with a passion for delivering exceptional service and continuous improvement.