Digital Banking Contact Centre Team Manager

Kotak Mahindra Bank; Hyderabad; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Kotak Mahindra Bank in Hyderabad seeks an inbound contact center leader for the Digital Banking Kotak 811 assets team. The role focuses on delivering exceptional service, guiding a mid-level team, and cross-selling banking products.

You will manage inbound operations, analyze customer feedback, ensure regulatory compliance, and collaborate with other teams to enhance the customer journey. Preference for a bachelor's degree and 5 years in customer service, with 2 years in management.

Qualifications

• Bachelor's degree in business, finance, or related field preferred.
• Minimum 5 years in customer service or contact center; at least 2 years in a managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills; customer-centric approach.
• Proven cross-selling and up-selling track record.
• Proficiency in CRM systems and customer service tools.
• Analytical mindset with data interpretation.
• Ability to adapt in a dynamic environment.

Responsibilities

• Lead and motivate a team of customer service representatives.
• Handle complex inquiries and provide timely resolutions.
• Cross-sell banking products and services to customers.
• Monitor feedback and trends to improve the customer journey.
• Collaborate with other teams to ensure a seamless experience.
• Train and develop team members; provide performance feedback.
• Ensure compliance with regulatory and internal policies.
• Manage high volume of interactions and maintain response times.
• Stay updated on industry trends and competitor offerings.

Skills

Leadership

Customer-centric

Communication

Cross-selling

Analytical

Education

Bachelor's degree in business/finance

Tools

CRM systems

Contact center software

Job description

Digital Banking Kotak 811-Assets-Officer-Digital Banking Kotak 811-Contact Centre Inbound The Digital Banking Kotak 811-Assets-Team Manager is a customer-centric role, focusing on delivering exceptional service and cross-selling banking products. This position is vital for managing the contact center's inbound operations and driving customer engagement and satisfaction. As the Digital Banking Kotak 811-Assets-Team Manager, you will be at the forefront of our customer service operations, leading a team that provides support and guidance to our valued customers. Your primary goal is to ensure an exceptional customer experience, fostering a positive and engaging environment. This role is integral to our digital banking strategy, as you will be responsible for cross-selling our banking products and services, maximizing customer satisfaction and loyalty.

Responsibilities

• Lead and motivate a team of customer service representatives, ensuring a high level of performance and engagement.
• Handle complex customer inquiries and complaints, providing timely and accurate resolutions.
• Cross-sell banking products and services to customers, identifying up-sell opportunities and offering tailored solutions.
• Monitor and analyze customer feedback and trends, implementing improvements to enhance the customer journey.
• Collaborate with other teams to ensure a seamless customer experience across all touchpoints.
• Train and develop team members, providing ongoing support and performance feedback.
• Ensure compliance with regulatory and internal policies, maintaining a secure and ethical environment.
• Manage and prioritize a high volume of customer interactions, maintaining efficient response times.
• Stay updated on industry trends and competitor offerings, sharing insights with the team.

Qualifications

• A bachelor's degree in business, finance, or a related field is preferred.
• Minimum 5 years of experience in a customer service or contact center environment, with at least 2 years in a managerial role.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proven track record in cross-selling and up-selling financial products.
• Proficiency in using CRM systems and other customer service tools.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Flexibility to work in a dynamic and fast-paced environment.
• Strong problem-solving and conflict resolution skills.
• Ability to work independently and manage multiple priorities.

Experience Level Mid Level