Kotak Mahindra Bank—Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

Job description

Description: Job Role : - The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment - S/he will have to identify customer pain areas across the Customer journey. - Prioritize & resolve the customer issues by simplifying process, relook at policies / practices - Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework - Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement - Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience - Identifying and driving automation of manual processes Job Requirements - Customer orientation - Essential - Problem solving / Analytical – Essential - Project management skills – Essential - Result Orientation – Essential - Understanding of business - preferable - Appreciation of technology – preferable - Good communication skills – written and oral