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25/07 Neena Joshi
Associate Vice President HR at Kotak Mahindra Bank

Views:228 Applications:23 Rec. Actions:Recruiter Actions:5

Kotak Mahindra Bank - Team Leader - Service Assurance - Inbound Process (5-10 yrs)

Thane Job Code: 225043

Job Role

- Responsible for managing a team of 15-18 officers handling escalation calls for Retail Liabilities, Credit Cards and Retail Assets

- Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks

- Manage Floor to monitor discipline on floor, resolve officer's queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.

- Manage escalated customer calls (complaints) with end-to-end resolution

Job Requirements :

Graduate - Minimum 5 to 6 years of relevant experience in servicing of financial products and at least one year in managing a team

Excellent communication skills - Verbal & Written

Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays

- Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc

- Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity

- Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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