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

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Focus, Technology, Microsoft Excel, Outlook, Finacle, Resilience, Continuous Improvement, Gathers Information, Teamwork, Negotiation, Influence, Autonomy

Industry

Banking

Description

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 primary role is to support business objectives by enhancing customer experience through excellent service delivery, which includes ensuring timely closure of customer requests and coordinating for correct resolutions. Responsibilities also involve highlighting delays, executing best practices to reduce complaints, and accurately updating management reports.