Job Profile: Handling Escalations : - Leading a pan consumer bank (RL, RA and CC) team of 17 people including 2 Team Leader at Chief Manager level. - Liaising with various stakeholders across Consumer Bank to ensure that customer escalations are resolved quickly and effectively through Senior Regional Team Interactions. - Customer Interactions would also be required for ensuring effective handling. - Explore correct and complete closure of grievances raised to escalations Team at minimum TAT. - Conducting SQ Workshops with Branch Teams and also visiting branches for ground level feedback. - Improving brand image on complaints and grievance handling mechanism and process re-engineering through Root Cause Analysis - Monitor Senior Management Escalations and resolve grievances received Regulatory Interface with Banking Ombudsperson Offices, RBI and other regulators on : - Representing the Bank as the Nodal Officer in Regulator Meets and Customer Service Committees - Regulatory relationship with regulators especially Banking Ombudsman - Regulatory Compliance of the Bank i.e Damodaran Committee, Master Circular, etc. - Managing Regulatory Customer Service Audits like RBI and BCSBI Audits - Handholding of different verticals of the bank - Commercial banking, Wholesale banking etc. on escalations and regulatory compliance Driving Customer Focused Service Culture : - Customer Communications Review - Ensuring a Well Controlled in Internal Audit of Customer Service - Leading Customer Service Improvement Projects Job Requirements : - Preferably MBA or CA - Strong communication (written and oral) - Ability to Influence without authority and relationship management skills - Eye for detail and customer service focus - Leadership Abilities to lead a large team and drive results

Mumbai

Kotak Bank - AVP/Vice President - Team Supervisor - Service Quality 

Kotak Bank - AVP/Vice President - Team Supervisor - Service Quality  ,Job Description for Kotak Bank - AVP/Vice President - Team Supervisor - Service Quality  in Kotak Bank in  Mumbai for (8-12) years of experience. Apply Now!

Job Description for Kotak Bank - AVP/Vice President - Team Supervisor - Service Quality  in Kotak Bank in  Mumbai for (8-12) years of experience. Apply Now!