Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

Kotak Mahindra Bank; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Kotak Mahindra Bank is seeking a dedicated professional to enhance the customer experience for a defined customer segment. You will identify pain points across the customer journey and work to simplify processes and update policies as needed.

The role requires collaborating with cross-functional teams to drive improvements, perform root cause analyses of complaints, and lead initiatives around NPS and TAT to derive actionable insights and accelerate issue resolution.

Qualifications

• Customer orientation essential
• Problem solving / analytical essential
• Project management skills essential
• Result orientation essential
• Understanding of business preferable
• Appreciation of technology preferable
• Good written and oral communication skills

Responsibilities

• Improve overall customer experience for the assigned segment
• Identify pain points across the customer journey
• Prioritize and resolve issues by simplifying processes
• Collaborate with cross-functional teams for improvements
• Perform root cause analysis to drive corrective actions and reduce TAT
• Lead initiatives around complaints, NPS, and insights
• Identify and drive automation of manual processes

Skills

Customer orientation

Analytical thinking

Project management

Result orientation

Business understanding

Tech appreciation

Communication skills

Job description

• 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 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