Area Customer Service Manager_Product-Support_0832_4673_1014358

Kotak Mahindra Bank · Kolkata

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

Area Customer Service Manager