Regional Manager - Customer Service (Maharashtra)

Kotak Mahindra Bank; Mumbai; On-site; INR 1,100,000 - 1,600,000; Full time

Job summary

Kotak Mahindra Bank in Mumbai seeks a senior customer service leader to manage Retail Asset servicing. You will supervise a large team, drive end-to-end resolution of complaints, and ensure service standards and robust escalation processes.

The role requires strong stakeholder engagement, coaching, and data-driven improvement of service operations, with emphasis on delivering excellent customer experience.

Qualifications

• Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
• Proven ability to manage customer complaints and service requests through to successful closure.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Experience with MIS reporting, performance tracking, and service operations management.

Responsibilities

• Lead and supervise a team of approximately 22 Customer Service Officers and 2 Area Supervisors responsible for servicing Retail Asset customers.
• Ensure timely resolution of customer service requests and complaints within defined turnaround times (TATs).
• Manage end-to-end complaint resolution and detractor feedback closure, ensuring customer concerns are addressed.
• Monitor quality and accuracy of service request handling and customer communication, implementing corrective actions.
• Drive customer satisfaction by ensuring consistent service standards and seamless experiences.
• Conduct regular performance reviews, provide coaching and support KRAs and development goals.
• Ensure optimum staffing and productivity through workforce planning and resource management.
• Facilitate training, certification, and skill development initiatives to enhance team capability.
• Build coordination with internal stakeholders to ensure timely closure of requests and escalation management.
• Track MIS, identify trends, and recommend process improvements to boost efficiency.
• Implement best practices and continuous improvement to strengthen service delivery.
• Implement Service-to-Sales initiatives to identify opportunities from customer interactions.

Skills

Leadership

People management

Customer centricity

Stakeholder management

Data analysis

MS Excel

Tools

MS Excel

MS Word

PowerPoint

Job description

Role & responsibilities:

• Lead and supervise a team of approximately 22 Customer Service Officers and 2 Area Supervisors responsible for servicing Retail Asset customers.
• Ensure timely resolution of customer service requests and complaints, including those raised through channel partners, within defined turnaround times (TATs).
• Manage end-to-end complaint resolution and detractor feedback closure, ensuring customer concerns are effectively addressed and insights are used to improve service delivery.
• Monitor the quality and accuracy of service request handling and customer communication, identifying errors and implementing corrective actions.
• Drive customer satisfaction by ensuring consistent service standards and seamless customer experience.
• Conduct regular performance reviews, provide coaching and feedback, and support team members in achieving their KRAs and development goals.
• Ensure optimum team staffing and productivity through effective workforce planning and resource management.
• Facilitate training, certification, and skill development initiatives to enhance team capability and performance.
• Build strong coordination with internal stakeholders to ensure timely closure of customer requests and escalation management.
• Track and analyze service MIS, identify trends, and recommend process improvements to enhance efficiency and customer satisfaction.
• Implement best practices and continuous improvement initiatives to strengthen service delivery and operational excellence.
• Implement Service-to-Sales initiatives to identify and convert customer service interactions into business opportunities.

Job Requirements:

• Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
• Customer-centric mindset with a strong sense of ownership and accountability for issue resolution.
• Proven ability to manage customer complaints and service requests through to successful closure.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Focus on achieving service quality, productivity, and customer satisfaction targets.
• Proficiency in MS Excel, Word, and PowerPoint.
• Experience in MIS reporting, performance tracking, and service operations management.
• Knowledge of Asset products such as Home Loans, Loan Against Property (LAP), and Personal Loans preferred.

Experience:

>10 years in customer service, retail asset operations, or complaint management, with prior team handling experience preferred.