Job Description

:

Department Customer Experience Center
Location Thane/Noida/Bangalore
Reporting Relationship CEC Unit Manager- Inbound
Position Grade Chief Manager

Job Role

• Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls in Retail Liabilities
• Responsible for Recruitment and People retention
• Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks
• Plan and Manage Service Level including forecasting, rostering, etc
• Manage and Deliver on business metrics - SLA, Sales, AHT, Quality, Staffing, etc
• Liaise with other teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations
• 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

• Graduate or MBA
• Minimum 8 to 10 years of relevant experience in servicing of financial products and at least one year in managing supervisors (in turn handling officers)
• 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

Kotak Mahindra Bank