Area Manager - Customer Service

Kotak Mahindra Bank; Surat; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Kotak Mahindra Bank in Surat, Gujarat, seeks an Area Manager Customer Service to lead a team of 11-12 CSOs handling Retail Asset Product requests and complaints. You will ensure timely closure within TAT, drive digital adoption, and close TNPS feedback loops to drive customer delight.

The role emphasizes process improvements, team coaching, monthly performance reviews, and cross-selling to bolster revenue while maintaining high service standards.

Qualifications

• Leading a team of approx 11-12 Customer Service Officers to address requests/complaints from clients for Retail Asset Products (e.g., Home loan, LAP, Personal Loan).
• Address Service Requests/Complaints including those created by channel partners (Branches/Wealth/Contact Centre) ensuring closure within TAT.
• Drive Digital Adoption for all Retail Asset Clients.
• Close looping of Complaints and TNPS Detractor feedbacks end to end and incorporate changes for improvement; maintain benchmark TNPS score of +65.
• Process modifications and Business Process Reengineering to bring efficiency in processes and customer delight.
• Quality of Service Requests and Resolutions to be monitored; take feedback and corrective action if errors are noticed.
• Review Teams Performance monthly and provide feedback and support to achieve KRAs.
• Ensure adequate training and certifications for each staff member and maintain team strength.
• Drive cross-sell and focus on revenue generation.

Responsibilities

• Lead a team of 11-12 CSOs to address client requests/complaints for Retail Asset Products (Home loan, LAP, Personal Loan).
• Ensure all service requests/complaints (including channel partner inputs) are closed within the defined TAT.
• Drive digital adoption among Retail Asset Clients and improve user experiences.
• Close the loop on Complaints and TNPS feedback and implement improvements to sustain TNPS +65.
• Review team performance monthly and provide guidance to meet KRAs and improve efficiency.
• Coordinate with internal stakeholders and ensure staff training and certifications are completed.
• Promote cross-selling and contribute to revenue growth.

Job description

Area Manager Customer Service:

• Leading a team of Approx: 11-12 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan).
• Address Service Request /Complaints including those created by channel partners (Branches / Wealth/Contact Centre) and ensure all are closed within TAT
• Drive Digital Adoption for all Retail Asset Clients
• Close looping of Complaints and TNPS Detractor feedbacks end to end and incorporate changes for improvement. Ensure we maintain benchmark TNPS score of +65
• Process modifications and Business Process Reengineering to bring about efficiency in process and customer delight.
• Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed
• Review Teams Performance each Month and provide feedbacks and support team to achieve their respective KRA's.
• Ensure adequate training and certifications are completed for each staff member / Ensuring Team Strength in Place
• Drive Cross sell and focussed on revenue generation

Others:

• Believes in team work and identify and utilizes each team member’s strength and knowledge for achievement of short and long term organization goals
• Apply best practices and focus on areas of improvement
• Focussed towards achievement of teams and own KRAs
• Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time