Kotak Mahindra Bank—Grievance Redressal Officer-HO & SUPPORT-Grievance Redressal

Job description

Description: Role: Grievance Redressal Officer Grade: M3/M4 Job Role - Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk. - Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations. - Suggest projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys - Driving Net Promoter Score (NPS) for the Nodal Office through best in class service recovery - Establishing a culture across all customer channels, viz Branch Banking, Customer Experience Centre and Digital DIY for zero defect and first time right to drive reduction in service escalations - 6 – 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up - Strong domain knowledge of Consumer Banking products, processes and technology - Strong analytical skills to derive insights from data and create actionables thereof - Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams - Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment - Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)