811-CEC Team Manager-Inbound_Digital Banking Kotak 811_0109_1461_1065642

Kotak Mahindra Bank; Thane; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Kotak Mahindra Bank in Thane seeks an experienced professional for a supervisory role in customer servicing. The role requires 8–10 years of experience in servicing financial products and at least one year managing supervisors, with strong verbal and written communication and willingness to work 24/7, including Sundays.

You will demonstrate leadership, motivate the team, uphold SOPs, and collaborate with cross-functional teams to meet service metrics and enhance customer satisfaction.

Qualifications

• Graduate or MBA required for the role.
• 8–10 years of experience in servicing financial products.
• At least 1 year in supervising others (officers).
• Excellent verbal and written communication skills.
• Willingness to work 24/7 including Sundays/holidays.
• Demonstrated leadership, team motivation and integrity.

Responsibilities

• Manage and deliver on business metrics: SLA, Sales, AHT, Quality, Staffing.
• Liaise with other teams to understand impact factors and drive efficiency.
• Supervise floor discipline, address officer queries, and communicate updates.
• Handle escalated customer calls with end-to-end resolution.

Skills

Leadership

Communication

Team player

Flexibility to work 24/7

Education

Graduate or MBA

Job description

Job Description:

• Graduate or MBA

• Minimum 8 to 10 years of relevant experience in servicing of financial products and at least one year in managing supervisors (in turn handling officers)

• Excellent communication skills – Verbal & Written

• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays

• Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc

• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity

• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

Responsibilities

• Manage and Deliver on business metrics – SLA, Sales, AHT, Quality, Staffing, etc

• Liaise with other teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations

• Manage Floor to monitor discipline on floor, resolve officer’s queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.

• Manage escalated customer calls (complaints) with end-to-end resolution

Qualifications

• Graduate or MBA