Sq Service Assurance Manager Ra Ho & Support Service Quality
Year Mumbai, Maharashtra, India
Job Description
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Job Role
Championing the Service Assurance practice as the custodian of the last frontier of the service recovery for escalations from the Nodal Office, MD & Kotak Leadership Team's Office and the Office of the Banking Ombudsman
- Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations handled
- Root Cause Analysis to identify service delivery gaps and bottlenecks and working with relevant stakeholders in the channel / HO on the actionables for prevention of escalations
- Interacting with the Office of the Banking Ombudsman for periodic updates on status of escalations
- Maintaining data integrity of the portfolio handled with appropriate RCA, tagging and linked MIS
- Working on the predictive model to prevent potential escalations through insights received from the Analytics team
- Managing projects for improvement in Consumer Experience and reduction / prevention of escalations
- 6 - 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail Assets set up
- Strong domain knowledge of Retail Assets products, processes and technology
- Strong negotiating and influencing skills to drive resolution and corrective action on escalation
- Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment
- Excellent communication (written and oral) and analytical skills
If you wish to apply for this job position, please fill your details in the Kotak Fast Track Application Form and mail to
Please mention the following in the subject line as '"Position Name" -"Your Name" - "Your Current Business Group"
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Job Detail
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Job IdJD2972451
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMumbai, Maharashtra, India
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EducationNot mentioned
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ExperienceYear