Kotak Mahindra Bank—Regional Customer Service Manager-Product-Support-Service - Non Branch Banking

Job description

Description: Base Location : Mumbai Role - Regional Manager - Customer Service (Maharastra) Grade : M5 Key Responsibilities - Lead and supervise a team of approximately 22 Customer Service Officers and 2 Area Supervisors responsible for servicing Retail Asset customers. - Ensure timely resolution of customer service requests and complaints, including those raised through channel partners, within defined turnaround times (TATs). - Manage end-to-end complaint resolution and detractor feedback closure, ensuring customer concerns are effectively addressed and insights are used to improve service delivery. - Monitor the quality and accuracy of service request handling and customer communication, identifying errors and implementing corrective actions. - Drive customer satisfaction by ensuring consistent service standards and seamless customer experience. - Conduct regular performance reviews, provide coaching and feedback, and support team members in achieving their KRAs and development goals. - Ensure optimum team staffing and productivity through effective workforce planning and resource management. - Facilitate training, certification, and skill development initiatives to enhance team capability and performance. - Build strong coordination with internal stakeholders to ensure timely closure of customer requests and escalation management. - Track and analyze service MIS, identify trends, and recommend process improvements to enhance efficiency and customer satisfaction. - Implement best practices and continuous improvement initiatives to strengthen service delivery and operational excellence. - Implement Service-to-Sales initiatives to identify and convert customer service interactions into business opportunities. Job Requirements - Strong leadership and people management skills with the ability to motivate and develop high-performing teams. - Customer-centric mindset with a strong sense of ownership and accountability for issue resolution. - Proven ability to manage customer complaints and service requests through to successful closure. - Strong stakeholder management and cross-functional collaboration skills. - Excellent analytical, problem-solving, and decision-making abilities. - Focus on achieving service quality, productivity, and customer satisfaction targets. - Proficiency in MS Excel, Word, and PowerPoint. - Experience in MIS reporting, performance tracking, and service operations management. - Knowledge of Asset products such as Home Loans, Loan Against Property (LAP), and Personal Loans preferred. Experience: >10 years in customer service, retail asset operations, or complaint management, with prior team handling experience preferred.