Service Relationship Manager - WC-SALARIED PL AND WORKING CAPITAL-Sales at Kotak Mahindra Bank

, , -

Full Time

Start Date

Immediate

Expiry Date

06 Feb, 26

Salary

0.0

Posted On

08 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Focus, Technology, Resilience, Continuous Improvement, Gathers Information, Teamwork, Negotiation & Influence, Autonomy

Industry

Banking

Description

Position Title : Customer Service Manager Department Business Banking Asset – Working Capital Location Mumbai ( BKC) Reporting Relationship HO Coordinator Position Grade M1 Purpose of the Role To support the business objectives of driving service level i.e enhance customer experience with excellent service delivery Roles and Responsibilities Ensuring customer’s closure request is processed timely Coordinate with relevant team to ensure correct resolution Highlight non adherence or delay in resolution from stakeholders to immediate superiors for support Execute best practices to ensure reduction in complaints and errors Display ownership in handling service requests of customers with accurate resolution Update MIS/Reports accurately with details required Contribute towards improvement in TAT and NPS Take ownership in additional activities to drive team performance Profile Requirement- Qualification and Experience Education: Minimum: Graduate Experience: 3+ years of experience in service domain; preferably from lending domain Knowledge & Skills: Client Focus – Supports clients to achieve resolution through the provision of quality service Technology – Uses technology and software applications effectively in accordance with task requirements. Should be good with Microsoft Excel and Outlook along with banking application like Finacle. Resilience – Achieves work objectives, even in difficult circumstances whilst remaining positive and calm Continuous Improvement – Look for and take advantage of opportunities to learn new skills in order to achieve work goals. Adaptable in approach and willing to be flexible to accommodate the changing needs of the team and the environment Gathers information – Knows where to find information and asks questions to ensure a better understanding of issues Teamwork – Openly shares information, participates and contributes to team discussions Negotiation & Influence – Considers and discusses different ideas without getting personal or aggressive Autonomy – Demonstrates punctuality and meets agreed schedules and timelines under general guidance

Responsibilities

The Service Relationship Manager is responsible for ensuring timely processing of customer closure requests and coordinating with relevant teams for accurate resolution. They will also execute best practices to reduce complaints and errors while contributing to improvements in turnaround time and customer satisfaction.