Product Manager-Digital Banking Kotak 811-Regional Sales at Kotak Mahindra Bank

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Problem-Solving, CRM Knowledge, Dialer Systems, Speech Analytics, Dashboards, Data-Led Decision-Making, Stakeholder Management, Communication Skills, Collaboration, Process Improvement, Customer Engagement, Operational Productivity, Digital Transformation, Technology Integration, KPI Achievement

Industry

Banking

Description

This is an Internal document. Product Manager COE (Voice Operations) The *Video & Voice Unit* serves as the *human interface* of this digital ecosystem, connecting customers through *Inbound, Outbound, Relationship Management and VKYC interactions* — ensuring engagement, trust, and personalized service across every touchpoint. 🎯 *Role Objective* The *Head – Center of Excellence (CoE)* will play a *strategic enablement and supporting role* in strengthening Kotak 811’s customer engagement ecosystem. This role focuses on improving *funnel efficiency, operational productivity,* and *customer experience* through *data-led insights, process excellence,* and *technology integration.* The incumbent will lead a *compact CoE team* and collaborate with business, product, and technology teams to enable each unit to achieve its KPIs. ⚙️ *Key Responsibilities* *Business Enablement & Performance Optimization* • Support inbound, outbound, and VKYC units through data insights and process improvements. • Develop frameworks to track and enhance funnel efficiency, conversions, and cost metrics. • Drive automation, analytics, and digitization to improve productivity and reduce cost per acquisition/contact. *Customer Experience & Quality Excellence* • Strengthen Kotak 811’s *“Digital + Human Touch”* proposition across voice and video channels. • Monitor and improve *NPS* and service quality scores. • Ensure *VKYC process compliance, accuracy,* and *TAT adherence.* *Collaboration & Stakeholder Management* This is an Internal document. • Partner with *Product, Tech, Marketing,* and *Operations* teams to align initiatives with business goals. • Collaborate with analytics and vendor teams to design efficiency models. • Present dashboards and insights to leadership on performance and improvement areas. 📊 *Key Deliverables / KPIs* ✅ Funnel efficiency & conversion improvement ✅ Cost per acquisition/contact optimization ✅ Customer satisfaction (NPS) uplift ✅ VKYC compliance & TAT adherence ✅ Unit-level productivity & profitability enhancement 👤 *Candidate Profile* • *Experience:* 10–15 years in *BFSI / Fintech / Digital Banking* with exposure to contact center operations, customer engagement, or process excellence. • *Education:* MBA or equivalent (Marketing / Operations / Analytics preferred). 📒*Skills:* * Strong analytical & problem-solving orientation * Knowledge of CRM, dialer systems, speech analytics & dashboards * Proven ability to drive data-led decision-making * Excellent stakeholder management & communication skills 🌟 *Role Attributes* • Collaborative & enabling leadership style • Data-driven & execution-focused This is an Internal document. • Strategic thinker with operational depth • Passionate about digital transformation & customer experience

Responsibilities

The role involves supporting inbound, outbound, and VKYC units through data insights and process improvements while enhancing customer experience across voice and video channels. The incumbent will also collaborate with various teams to align initiatives with business goals and present performance insights to leadership.