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Sky Command Center WFM - Principal Manager-Sky Channel-Product Manager at Kotak Mahindra Bank
Thane, maharashtra, India - Full Time
Skills Needed
Workforce Management, Forecasting, Real Time Queue Management, Operational Efficiency, Data Analysis, Stakeholder Management, Business Writing, People Leadership, Analytical Rigor, Operational Excellence, Incident Management, Automation, Sql, Power Bi, Genesys, Cisco Dialers, Nice
Specialization
Candidates should have 5-10 years of experience in workforce management or command center operations, preferably in BFSI, Telecom, or E-commerce. A graduate degree is required, with an MBA or postgraduate degree preferred.
Experience Required
Minimum 5 year(s)
Operations Team Member-WBG OPERATIONS (OPS)-Trade Finance Operations at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Detail Oriented, Trade Transactions, Coordination, Stakeholder Management, Execution, Error Free Services
Specialization
The ideal candidate should be dynamic and detail-oriented. Specific qualifications or experience requirements are not mentioned.
Platinum Relationship Manager-Household-BRANCH BANKING-Relationship Managem at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Centric, Relationship Management, Client Acquisition, Banking Solutions, High Net Worth, Commercial Assets, Personalized Banking, Self Motivated, Energetic, Passionate
Specialization
The ideal candidate should be highly driven and customer-centric, with a passion for delivering personalized banking experiences. They should also be self-motivated and energetic.
Experience Required
Minimum 2 year(s)
Premier Acquisition Manager-Sales-Sales at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Relationship Management, Customer Engagement, Portfolio Management, Sales, Coordination, Customer Centric Approach
Specialization
The candidate should possess strong coordination skills and a customer-centric approach. Prior experience in portfolio management is also required.
Experience Required
Minimum 2 year(s)
Acquisition Manager-Sales-Sales at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Acquisition, Sales Management, Relationship Management, Compliance, Sales Targets, Retail Loans, Home Loans, Loan Against Property, Personal Loans
Specialization
The role requires ensuring compliance with documentation and achieving sales targets for retail loan products. Experience in sales and customer acquisition is likely necessary.
Experience Required
Minimum 2 year(s)
Acquisition Manager-Sales-Sales at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Acquisition, Sales Management, Relationship Management, Compliance, Sales Targets, Retail Loans, Home Loans, Loan Against Property, Personal Loans
Specialization
The role requires managing compliance with documentation and achieving sales targets for retail loan products. Experience in sales and customer acquisition is likely necessary.
Experience Required
Minimum 2 year(s)
Elite Relationship Manager-Household-BRANCH BANKING-Relationship Management at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Financial Acumen, Interpersonal Skills, Customer Service, Relationship Management, Banking Solutions, Investment Products, High Net Worth Clients, Client Acquisition
Specialization
The ideal candidate should possess strong financial acumen and excellent interpersonal skills. A passion for delivering exceptional customer service is also essential.
Experience Required
Minimum 5 year(s)
Relationship Manager – NR Affluent-RETAIL NR-Relationship Manager at Kotak Mahindra Bank
, , - Full Time
Skills Needed
N/A
Specialization
Candidates should have experience in relationship management and a strong understanding of retail banking products. Excellent communication and interpersonal skills are essential.
Experience Required
Minimum 2 year(s)
Sky Command Center WFM - Principal Manager-Sky Channel-Product Manager at Kotak Mahindra Bank
Thane, maharashtra, India - Full Time
Skills Needed
Workforce Management, Forecasting, Real Time Queue Management, Operational Efficiency, Data Analysis, Stakeholder Management, Business Writing, People Leadership, Analytical Rigor, Operational Excellence, Incident Management, Automation, Sql, Power Bi, Genesys, Cisco Dialers, Nice
Specialization
Candidates should have 5-10 years of experience in workforce management and real-time queue management, preferably in BFSI, Telecom, or E-commerce. A graduate degree is required, with an MBA or postgraduate degree preferred.
Experience Required
Minimum 5 year(s)
Customer Assistance Manager-Recovery-Business Loans-Hardship Assistance Uni at Kotak Mahindra Bank
Hyderabad, Telangana, India - Full Time
Skills Needed
Collections, Team Management, Field Work, Training, Repossession, Legal Formalities, Coordination, Asset Sale
Specialization
Candidates must be graduates with a minimum of 2 to 5 years of experience in collections. They should be confident, capable of handling a team, and willing to go into the field as needed.
Experience Required
Minimum 2 year(s)
Service Relationship Manager - WC-SALARIED PL AND WORKING CAPITAL-Sales at Kotak Mahindra Bank
, delhi, India - Full Time
Skills Needed
Client Focus, Technology, Resilience, Continuous Improvement, Gathers Information, Teamwork, Negotiation & Influence, Autonomy
Specialization
Candidates should have a minimum of a graduate degree and at least 3 years of experience in the service domain, preferably in lending. Key skills include client focus, technology proficiency, resilience, and teamwork.
Experience Required
Minimum 2 year(s)
Senior Relationship Manager-Business Banking-PRIORITY-Regional sales at Kotak Mahindra Bank
New Delhi, delhi, India - Full Time
Skills Needed
Business Banking, Client Management, Cross Selling, Communication Skills, Trade Knowledge, Forex Knowledge, Follow Up Ability, Upselling, Relationship Management, Portfolio Management, Service Standards, Lead Generation, Assertive Attitude, High Value Accounts, Current Account Knowledge, Transaction Processes
Specialization
Candidates should have the ability to source high-value business banking accounts and possess thorough knowledge of account opening processes. Strong communication skills and the ability to identify upselling opportunities are also essential.
Experience Required
Minimum 5 year(s)
Sky Global Indian Service - RM-Sky Channel-VRM - NR at Kotak Mahindra Bank
, , - Full Time
Skills Needed
N/A
Specialization
The job likely requires minimal experience, suitable for entry-level candidates. Specific qualifications or skills are not detailed in the posting.
Operations Team Member-WBG OPERATIONS (OPS)-Commercial Operations at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Attention To Detail, Communication Skills, Documentation Verification, Operational Records Maintenance, Compliance, Collateral Maintenance, Limit Maintenance, Insurance Policy Coordination, Post Disbursement Tracking, Liaison With Auditors, Mis Reporting, Coordination, Operational Execution
Specialization
The ideal candidate should have strong attention to detail and excellent communication skills. They must be able to manage multiple tasks efficiently.
Sky Branch - RM-Sky Channel-Branch Omni at Kotak Mahindra Bank
, , - Full Time
Skills Needed
N/A
Specialization
The posting does not specify detailed requirements, but candidates are likely expected to have relevant experience in branch management. A background in customer service may also be beneficial.
Elite Relationship Manager-Household-BRANCH BANKING-Relationship Management at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Focus, Relationship Management, Financial Acumen, Interpersonal Skills, Banking Solutions, Client Acquisition, Investment Products, Commercial Assets, Exceptional Customer Service
Specialization
The ideal candidate should possess strong financial acumen and excellent interpersonal skills. A passion for delivering exceptional customer service is also essential.
Experience Required
Minimum 5 year(s)
Relationship Manager - Affluent-AFFLUENT-Relationship Manager at Kotak Mahindra Bank
, , - Full Time
Skills Needed
N/A
Specialization
Candidates should have experience in relationship management and a strong understanding of financial products. Excellent communication and interpersonal skills are essential.
Experience Required
Minimum 2 year(s)
Premier Acquisition Manager-RL SALES-Sales at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Acquisition, Sales, Revenue Generation, Portfolio Management, Communication, Customer Events, Cross Selling, Casa Book Size
Specialization
Candidates should have good coordination skills with different channels and excellent communication abilities. A background in portfolio management and an existing customer base are preferred, along with 1-2 years of work experience.
Experience Required
Minimum 2 year(s)
Location Sales Manager - Commercial Vehicles-SCV - Small Commercial Vehicle at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Sales, Commercial Vehicles, Retail Sales, Management, Customer Service
Specialization
Candidates should have experience in sales, particularly in the commercial vehicle sector. Strong management and customer service skills are essential.
Experience Required
Minimum 2 year(s)
Platinum Relationship Manager-Household-BRANCH BANKING-Relationship Managem at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Centric, Relationship Management, High Net Worth, Banking Solutions, Client Acquisition, Personalized Banking, Self Motivated, Energetic, Passionate
Specialization
The ideal candidate should be highly driven, self-motivated, and passionate about delivering personalized banking experiences. Experience in managing relationships and providing banking solutions is essential.
Experience Required
Minimum 2 year(s)
Sky Command Center WFM - Principal Manager-Sky Channel-Product Manager at Kotak Mahindra Bank
Thane, maharashtra, India -
Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

0.0

Posted On

14 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Workforce Management, Forecasting, Real-Time Queue Management, Operational Efficiency, Data Analysis, Stakeholder Management, Business Writing, People Leadership, Analytical Rigor, Operational Excellence, Incident Management, Automation, SQL, Power BI, Genesys, Cisco Dialers, NICE

Industry

Banking

Description
Role Purpose Drive end-to-end workforce planning (inbound/outbound), real-time performance governance (RTQM), and operational control through the Command Center to ensure superior service levels, optimized capacity utilization, and consistent customer/partner experience for the Sky program. The role anchors operational efficiencies through data-driven insights, designs and executes a scalable Rewards & Recognition (R&R) framework, and partners with Technology to translate business needs into robust system capabilities. Key Responsibilities 1) Workforce Management – Inbound & Outbound Forecasting Build monthly, and quarterly volume, AHT, shrinkage, and capacity forecasts for inbound and outbound lines of business. Own staffing plans, schedule optimization, and intraday resourcing (breaks, overtime, cross-skilling, leave planning) to hit SL/ASA/ATT targets. Maintain forecast accuracy and variance bridges; drive continuous improvement in forecasting models and drivers (campaigns, seasonality, digital deflection, attrition). 2) RTQM & Service Level Governance Managing a team for Real-Time Queue Management (RTQM) across all queues—monitor SL/ASA/Abandonment, adherence, occupancy, and take rapid corrective actions. Publish hourly/daily command center dashboards; trigger playbooks for spikes, outages, or underperformance. Calibrate SL targets with business (e.g., 80/30 ) and enforce adherence & shrinkage discipline with Ops leaders. 3) Command Center – Operational Efficiency Operate a 24x7 Command Center cadence (as applicable): incident management, load balancing, call routing strategies, and recovery plans. Identify and execute efficiency levers—AHT reduction, self-serve deflection, back-office conversion, cross-utilization, staffing mix, and automation. Own MOM/Quarterly Business Reviews for Sky—KPIs, insights, RCA, and action plans. 4) Rewards & Recognition (R&R) – Sky Design and implement a transparent, data-backed R&R framework for Sky (monthly & quarterly). Define scorecards (SL, Quality, Adherence, CSAT/NPS, First Contact Resolution, Process Compliance), weightages, tie-breakers, and audit controls. Run governance for eligibility, fairness, communication, and budget adherence; drive recognition communications with HR/Comms. 5) Business Requirements to Tech Translate business/ops needs into clear BRDs/FRDs—routing logic, WFM configurations, RTQM alerting, dashboards, and report automation. Partner with Tech on solution design, UAT, go-live, and change management; maintain a prioritized product backlog for Sky operations tooling. Ensure data integrity, single source of truth definitions, and secure access controls. Core KPIs / Success Metrics Forecast Accuracy: Volume ±5–8%; AHT ±5% Service Level & ASA: ≥ Target by queue Abandonment Rate: ≤ Target Adherence: ≥ 92–95% (role/LOB dependent) Occupancy: 80–85% (balanced with quality) Productivity Uplift: AHT, wrap, and shrinkage improvements vs. baseline R&R Participation & Impact: Coverage, fairness (audit pass), uplift in SL/Quality/CSAT Automation/Tech Uplift: # of releases delivered, report TAT reduced, manual effort saved Incident Recovery: MTTR reduction, adherence to runbooks Qualifications & Experience Education: Graduate; MBA/PG preferred. Experience: 5–10 years in WFM/Command Center/RTQM in BFSI/Telecom/E‑commerce shared services (at least 2–3 years in forecasting & real-time control). Tools: Genesys/Cisco dialers; NICE/IEX/WFM suites; RTQM consoles; Power BI; Excel (advanced), SQL basics preferred. Domain Advantage: Banking contact center operations, outbound sales/service, and service quality. Skills & Competencies Analytical Rigor: forecasting, variance analysis, sensitivity modeling. Real-Time Decisioning: queue rerouting, staffing redeployments, outage handling. Operational Excellence: playbooks, SOPs, root cause analysis, continuous improvement. Stakeholder Management: partner with Ops, HR, Finance, Tech, and Compliance. Business Writing: BRDs/FRDs, dashboards, and executive-ready narratives. People Leadership (for Lead/Manager): coach analysts, build schedule teams, manage rosters & shifts.
Responsibilities
The role involves driving workforce planning and real-time performance governance to ensure service levels and operational efficiency. It includes managing a Command Center, overseeing staffing plans, and implementing a Rewards & Recognition framework.
Sky Command Center WFM - Principal Manager-Sky Channel-Product Manager at Kotak Mahindra Bank
Thane, maharashtra, India - Full Time
Skills Needed
Workforce Management, Forecasting, Real Time Queue Management, Operational Efficiency, Data Analysis, Stakeholder Management, Business Writing, People Leadership, Analytical Rigor, Operational Excellence, Incident Management, Automation, Sql, Power Bi, Genesys, Cisco Dialers, Nice
Specialization
Candidates should have 5-10 years of experience in workforce management or command center operations, preferably in BFSI, Telecom, or E-commerce. A graduate degree is required, with an MBA or postgraduate degree preferred.
Experience Required
Minimum 5 year(s)
Operations Team Member-WBG OPERATIONS (OPS)-Trade Finance Operations at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Detail Oriented, Trade Transactions, Coordination, Stakeholder Management, Execution, Error Free Services
Specialization
The ideal candidate should be dynamic and detail-oriented. Specific qualifications or experience requirements are not mentioned.
Platinum Relationship Manager-Household-BRANCH BANKING-Relationship Managem at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Centric, Relationship Management, Client Acquisition, Banking Solutions, High Net Worth, Commercial Assets, Personalized Banking, Self Motivated, Energetic, Passionate
Specialization
The ideal candidate should be highly driven and customer-centric, with a passion for delivering personalized banking experiences. They should also be self-motivated and energetic.
Experience Required
Minimum 2 year(s)
Premier Acquisition Manager-Sales-Sales at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Relationship Management, Customer Engagement, Portfolio Management, Sales, Coordination, Customer Centric Approach
Specialization
The candidate should possess strong coordination skills and a customer-centric approach. Prior experience in portfolio management is also required.
Experience Required
Minimum 2 year(s)
Acquisition Manager-Sales-Sales at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Acquisition, Sales Management, Relationship Management, Compliance, Sales Targets, Retail Loans, Home Loans, Loan Against Property, Personal Loans
Specialization
The role requires ensuring compliance with documentation and achieving sales targets for retail loan products. Experience in sales and customer acquisition is likely necessary.
Experience Required
Minimum 2 year(s)
Acquisition Manager-Sales-Sales at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Acquisition, Sales Management, Relationship Management, Compliance, Sales Targets, Retail Loans, Home Loans, Loan Against Property, Personal Loans
Specialization
The role requires managing compliance with documentation and achieving sales targets for retail loan products. Experience in sales and customer acquisition is likely necessary.
Experience Required
Minimum 2 year(s)
Elite Relationship Manager-Household-BRANCH BANKING-Relationship Management at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Financial Acumen, Interpersonal Skills, Customer Service, Relationship Management, Banking Solutions, Investment Products, High Net Worth Clients, Client Acquisition
Specialization
The ideal candidate should possess strong financial acumen and excellent interpersonal skills. A passion for delivering exceptional customer service is also essential.
Experience Required
Minimum 5 year(s)
Relationship Manager – NR Affluent-RETAIL NR-Relationship Manager at Kotak Mahindra Bank
, , - Full Time
Skills Needed
N/A
Specialization
Candidates should have experience in relationship management and a strong understanding of retail banking products. Excellent communication and interpersonal skills are essential.
Experience Required
Minimum 2 year(s)
Sky Command Center WFM - Principal Manager-Sky Channel-Product Manager at Kotak Mahindra Bank
Thane, maharashtra, India - Full Time
Skills Needed
Workforce Management, Forecasting, Real Time Queue Management, Operational Efficiency, Data Analysis, Stakeholder Management, Business Writing, People Leadership, Analytical Rigor, Operational Excellence, Incident Management, Automation, Sql, Power Bi, Genesys, Cisco Dialers, Nice
Specialization
Candidates should have 5-10 years of experience in workforce management and real-time queue management, preferably in BFSI, Telecom, or E-commerce. A graduate degree is required, with an MBA or postgraduate degree preferred.
Experience Required
Minimum 5 year(s)
Customer Assistance Manager-Recovery-Business Loans-Hardship Assistance Uni at Kotak Mahindra Bank
Hyderabad, Telangana, India - Full Time
Skills Needed
Collections, Team Management, Field Work, Training, Repossession, Legal Formalities, Coordination, Asset Sale
Specialization
Candidates must be graduates with a minimum of 2 to 5 years of experience in collections. They should be confident, capable of handling a team, and willing to go into the field as needed.
Experience Required
Minimum 2 year(s)
Service Relationship Manager - WC-SALARIED PL AND WORKING CAPITAL-Sales at Kotak Mahindra Bank
, delhi, India - Full Time
Skills Needed
Client Focus, Technology, Resilience, Continuous Improvement, Gathers Information, Teamwork, Negotiation & Influence, Autonomy
Specialization
Candidates should have a minimum of a graduate degree and at least 3 years of experience in the service domain, preferably in lending. Key skills include client focus, technology proficiency, resilience, and teamwork.
Experience Required
Minimum 2 year(s)
Senior Relationship Manager-Business Banking-PRIORITY-Regional sales at Kotak Mahindra Bank
New Delhi, delhi, India - Full Time
Skills Needed
Business Banking, Client Management, Cross Selling, Communication Skills, Trade Knowledge, Forex Knowledge, Follow Up Ability, Upselling, Relationship Management, Portfolio Management, Service Standards, Lead Generation, Assertive Attitude, High Value Accounts, Current Account Knowledge, Transaction Processes
Specialization
Candidates should have the ability to source high-value business banking accounts and possess thorough knowledge of account opening processes. Strong communication skills and the ability to identify upselling opportunities are also essential.
Experience Required
Minimum 5 year(s)
Sky Global Indian Service - RM-Sky Channel-VRM - NR at Kotak Mahindra Bank
, , - Full Time
Skills Needed
N/A
Specialization
The job likely requires minimal experience, suitable for entry-level candidates. Specific qualifications or skills are not detailed in the posting.
Operations Team Member-WBG OPERATIONS (OPS)-Commercial Operations at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Attention To Detail, Communication Skills, Documentation Verification, Operational Records Maintenance, Compliance, Collateral Maintenance, Limit Maintenance, Insurance Policy Coordination, Post Disbursement Tracking, Liaison With Auditors, Mis Reporting, Coordination, Operational Execution
Specialization
The ideal candidate should have strong attention to detail and excellent communication skills. They must be able to manage multiple tasks efficiently.
Sky Branch - RM-Sky Channel-Branch Omni at Kotak Mahindra Bank
, , - Full Time
Skills Needed
N/A
Specialization
The posting does not specify detailed requirements, but candidates are likely expected to have relevant experience in branch management. A background in customer service may also be beneficial.
Elite Relationship Manager-Household-BRANCH BANKING-Relationship Management at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Focus, Relationship Management, Financial Acumen, Interpersonal Skills, Banking Solutions, Client Acquisition, Investment Products, Commercial Assets, Exceptional Customer Service
Specialization
The ideal candidate should possess strong financial acumen and excellent interpersonal skills. A passion for delivering exceptional customer service is also essential.
Experience Required
Minimum 5 year(s)
Relationship Manager - Affluent-AFFLUENT-Relationship Manager at Kotak Mahindra Bank
, , - Full Time
Skills Needed
N/A
Specialization
Candidates should have experience in relationship management and a strong understanding of financial products. Excellent communication and interpersonal skills are essential.
Experience Required
Minimum 2 year(s)
Premier Acquisition Manager-RL SALES-Sales at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Acquisition, Sales, Revenue Generation, Portfolio Management, Communication, Customer Events, Cross Selling, Casa Book Size
Specialization
Candidates should have good coordination skills with different channels and excellent communication abilities. A background in portfolio management and an existing customer base are preferred, along with 1-2 years of work experience.
Experience Required
Minimum 2 year(s)
Location Sales Manager - Commercial Vehicles-SCV - Small Commercial Vehicle at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Sales, Commercial Vehicles, Retail Sales, Management, Customer Service
Specialization
Candidates should have experience in sales, particularly in the commercial vehicle sector. Strong management and customer service skills are essential.
Experience Required
Minimum 2 year(s)
Platinum Relationship Manager-Household-BRANCH BANKING-Relationship Managem at Kotak Mahindra Bank
, , - Full Time
Skills Needed
Customer Centric, Relationship Management, High Net Worth, Banking Solutions, Client Acquisition, Personalized Banking, Self Motivated, Energetic, Passionate
Specialization
The ideal candidate should be highly driven, self-motivated, and passionate about delivering personalized banking experiences. Experience in managing relationships and providing banking solutions is essential.
Experience Required
Minimum 2 year(s)