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16/05 Amit Kapoor
AVP at Kotak Bank

Views:767 Applications:213 Rec. Actions:Recruiter Actions:40

Kotak Bank - AVP/Vice President - Team Supervisor - Service Quality (8-12 yrs)

Mumbai Job Code: 822647

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

Women-friendly workplace:

Maternity and Paternity Benefits

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