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Grievance Redressal Officer-HO & SUPPORT-Grievance Redressal at Kotak Mahindra Bank

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Stakeholder Management, Consumer Experience, Operational Efficiency, Digitization, Service Recovery, Net Promoter Score, Analytical Skills, Networking, Communication, Facilitation, Presentation Skills, MS Office, Consumer Banking Products, Retail Distribution

Industry

Banking

Description

Role: Grievance Redressal Officer Job Role * Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk. * Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations. * Suggest projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys * 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 * 6 – 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up * Strong domain knowledge of Consumer Banking products, processes and technology * Strong analytical skills to derive insights from data and create actionables thereof * Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams * Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment * Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

Responsibilities

The officer is responsible for effectively resolving consumer escalations escalated to Senior Management to reinstate consumer faith in the brand. This involves interacting with senior stakeholders to deliver quick resolutions and suggesting improvements for consumer experience and operational efficiency.