Job Description

: Job Title:CEC-Team Manager-Service Quality
Department/Group:Service Quality
Location:Noida, Mumbai, Bangalore, Hyderabad
Will Train Applicant(s):Yes
Leading the CEC Desk for Consumer Bank across Retail Liabilities, Retail Assets and credit card, escalations through a dedicated team of Quality Analyst

• As a Supervisor, Daily Productivity of the centre assigned : BAU audits and Strategic audits for all QA\'s
• Ensure Calendared Interventions for the centre are closed as per timelines
• SQI Improvement Month on Month to be driven month on month
• Leading projects for improvements in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
• Centre Level Meetings & Engagements - Weekly/Monthly meet /Call listening session / Calibrations/Rebuttals Handling /BQ feedbacks on a calendared schedule
• Voice of officer meets and actionable from the meet
• Periodic reports and dashboards on thematic audits
• Timely adherence to daily, weekly and monthly scheduler for the centre manager
• Product Process Recommendation for the Channel/ Skills Mapped
• Lead stakeholder meetings to represent the quality function for the site managed.
• Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required.
• Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders).
• Serve as the subject matter expert for quality management systems including the call monitoring and document management systems.

• 10 - 12 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up and team handling experience in Banking or NBFC
• Strong domain knowledge of Consumer Banking products, processes and technology
• Strong analytical skills to derive insights from data and create actionable thereof
• Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads, Cross Functional Teams and Regulatory Offices
• Ability to confidently facilitate team discussion on quality/COPC parameters
• Experience in coaching and leading employees
• Understanding and practical experience in effective coaching techniques
• Ability to continually support employees through individual development plans
• Time management, organizational talent and presentation skills
• Ability to deal with constant change positively and maintain high motivation
• Drives team engagement and actions through internal survey results and insights
• Help QA understand the performance bar and supports them to reach it

Kotak Mahindra Bank