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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

12 Oct, 26

Salary

0.0

Posted On

14 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Grievance Redressal, Consumer Experience, Net Promoter Score, Service Recovery, Analytical Skills, Stakeholder Management, Consumer Banking, MS Excel, MS PowerPoint, Communication Skills, Presentation Skills, Data Analysis, Facilitation, Operational Efficiency, Digitization

Industry

Banking

Description

Role: Grievance Redressal Officer Grade: M3/M4 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 role focuses on resolving high-level consumer escalations to restore brand faith and improving the overall customer journey through digitization and operational efficiency. It involves collaborating with senior stakeholders and regulators to drive a zero-defect culture across all banking channels.