Operations - Customer Success

Kotak Mahindra Bank · Mumbai

. Core Customer Success Responsibilities

Query Management – Serve as the first point of contact for client and channel-partner queries on the KITES platform, ensuring prompt, accurate and courteous resolution across the client lifecycle.
Salesforce & JIRA Servicing – Manage, track and resolve service requests and complaints routed through Salesforce CRM (with linked JIRA tickets), ensuring correct categorisation, ownership, SLA adherence and closure with a complete audit trail.
Client Onboarding – Support end-to-end client onboarding – coordinating documentation, digital consent, source-of-wealth / source-of-funds declarations and account activation across internal systems and onboarding partners.
KYC / AML Support – Assist in the review and verification of KYC/AML documentation, escalating exceptions to compliance and ensuring adherence to applicable cross-border regulatory requirements.
Cross-Border Payments – Guide clients on funding, LRS / remittance flows, cross border transfers and queries relating to global asset classes, order status, portfolio holdings, statements and reporting.
Post-Sales Support – Provide post-sales servicing including transaction support, portfolio and statement queries, profile updates and reactivation requests, ensuring a high-touch experience for clients.
B. Full Customer Lifecycle Ownership
Onboarding Funnel & Activation – Own the onboarding funnel, proactively tracking application status and chasing stuck cases through the onboarding and approval chain.
Credential Enablement – Manage temporary-password issuance and resets, guide clients through first-login and OTP verification, and administer credential validity windows.
Dormancy & Reactivation – Monitor inactive accounts flagged dormant per regulatory norms and drive KYC re-verification and reactivation.
Profile & Cross-Partner Data Requests – Process service requests for profile updates, tax-residency changes and cross-partner data synchronisation which do not auto-sync.
Retention & Engagement – Drive periodic client check-ins, feature-adoption nudges and lifecycle communication to support engagement and retention of affluent clients.
C. Operations & Global Funds Transaction Tracking
Global Funds Transaction Tracking – Track global fund subscription and redemption transactions end-to-end – monitoring order status, settlement and reconciliation of fund orders, and keeping clients informed of progress and timelines.
Wallet, Funding & Remittance Operations – Support INR-to-USD wallet funding, Kotak Remit flows and reconciliation of client fund movements against platform records.
Product / Instrument Onboarding Coordination – Track new fund and instrument availability requests (including ISIN / exchange mapping and omnibus fund enablement) and communicate expected timelines to clients.
D. Integration & Incident Coordination
Integration Issue Triage – Act as first-line triage for client-impacting issues across platform integrations – execution, market-data, central-data, fund and gateway partners – performing initial diagnosis before routing to technology and vendors.
Impact Assessment – Rapidly compile affected client codes / user accounts and provide structured data to technology and vendor teams to accelerate root-cause analysis.
Escalation Matrix & Incident Support – Maintain and operate the internal and partner escalation matrix, and support war-room coordination during critical incidents to minimise client downtime.
E. Platform Stewardship & Governance
UAT & Release Validation – Participate in UAT cycles, log defects, validate fixes and support post-release production validation.
Knowledge Base & FAQ Ownership – Maintain the client FAQ / ready-reckoner repository and standard Salesforce response templates to enable faster and self-service resolution.
Demand Capture – Log recurring client pain points and feed structured enhancement requirements into the product backlog.
SLA, KPI & Audit Readiness – Track servicing SLAs and KPIs (turnaround, resolution, uptime-linked metrics), maintain the complaints tracker with full auditability, and support periodic service reviews and regulatory reporting.

About the Role KITES (Kotak International Trade Execution Services) is Kotak International’s unified, regulated digital platform providing HNI clients consolidated access to global capital markets across equities, ETFs, global funds, bonds and structured products. This role is designed as a hybrid Customer Success and Operations function — owning the end-to-end customer lifecycle while supporting the platform’s operational and integration backbone. The incumbent will act as a single-threaded owner of the client journey on a fully digital platform, coordinating across multiple technology integrations (execution, custody, fund, market-data, onboarding and remittance partners) to ensure a seamless, high-touch experience for HNI & affluent clients and timely resolution of operational and platform issues.

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