Propositions Manager-Execution Affluent-HO & Support-Branch Programme Team at Kotak Mahindra Bank

, , -

Full Time

Start Date

Immediate

Expiry Date

24 Dec, 25

Salary

0.0

Posted On

25 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Execution, Audit Compliance, RCSA Monitoring, Service Quality, Customer Experience, Critical Thinking, Collaborative Work Style, Leadership Presence, Multi-tasking, Attention to Detail, Research Orientation, Process Improvement, Stakeholder Management

Industry

Banking

Description

Job Name Affluent Process & Service Execution Position Grade M3 / M4 Reports To Head Execution Affluent Propositions Nos of Reportees - 1) Job Purpose We are seeking a highly motivated and strategic professional to lead process, service and customer service execution and governance for affluent proposition. The role requires to analyse proess gaps and resolution to improve service quality and overall customer experience of the affluent customer. AreaKey Accountabilities / Responsibilities 2) Key Accountabilities / Responsibilities Process execution Understand current programme process and realign to make it as error / defect free as possible Audit compliance A keen understanding of risk , audit, regulatory framework and being able to undertake internal audit RCSA Timely monitoring of RCSA (internal audit, regulatory and statutory framework) Service quality & Cx Service Quality / Customer experience improvement Tracking NPS & execute improvement in RNPS/TNPS Ensure prioritized customer experience across bank products SRs & complaints SR, Complaints TAT monitoring & Improvement Proposition query handling Handling and monitoring proposition queries and ensuring reduction in queries by process improvement and adherence 3) Candidate Specification Prior experience of managing service and process is required Must have a deep domain expertise in product service and customer experience Critical thinking; thinks outside the box and above and beyond conventional wisdom Collaborative work style; effectively interacts with partners across organizational boundaries/hierarchies Displays a leadership presence; commands respect and will earn trust of senior leaders Multi-tasks productively and reliably, while managing conflicting priorities Attention to detail, Good writing and negotiation skills to be able to provide crisp answers to audit teams Research / Quality oriented, Has a keen eye to understand processes and realign, Process oriented with good execution skills Comfort working with various stake holders and building consensus

Responsibilities

Lead process, service, and customer service execution and governance for affluent propositions. Analyze process gaps and implement resolutions to improve service quality and overall customer experience.