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Job Role : Team Lead Regulatory Reporting & Controls
Grade : M6 /M7
Location Mumbai
Job Role :
Leading the Retail Liabilities Skill for the Nodal Desk within Consumer Bank through a dedicated team of Senior Officers
As a Supervisor, leading the last frontier of the service recovery for consumer service issues received as escalations from the Nodal Office, MD & Kotak Leadership Team\'s Office
Driving the culture of service recovery for strengthening consumer relationships through effective resolutions using Corrective and Preventive Actions so that not only does the issue get resolved but the recurrence is prevented
Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
Supporting the Predictive Modeling efforts in collaboration with the Data Science teams on preempt customer dissonance leading to potential escalations
Driving Net Promoter Score (NPS) for the Nodal Office through best in class service recovery
Establishing a culture across all customer channels, viz Branch Banking, Customer Experience Centre and Digital DIY for zero defect and first time right to drive reduction in service escalations
Job Requirements :
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