Job Description

:CX Team: Head Executive Customer RelationsDepartment Customer Experience
Location Mumbai
Grade M8Job Role:

• The incumbent is expected to lead the Executive Customer Relations desk - handling escalations to Board of directors & Senior management.
• S/he will be accountable for providing end-2-end resolution to the Customers within 24 hours.
• For this s/he will be empowered to take decision and for cases which are beyond the empowerment coordinate with the product/ business verticals and ensure that all the Complaints are resolved within TAT.
• S/he will review the rejected complaints and check for completeness of the responses This person is required to identify key issues which emerge from the ECR escalations.
• The incumbent will also be accountable for complete RCA and drive the improvements through the Kaizen team.
• Incumbent will coordinate a monthly Complaints review meeting with the Business leaders with the intent to drive policy, process & culture changes.
• Key performance metric will be - Speed: Resolution TAT; Quality: % customers saying issue not resolved; Customer feedback: TNPS\xc2\xae

• Customer orientation essential
• High level of Customer ownership
• Must have run a large branch / set of branches
• Drive for results
• Problem solving skills along with eye for details Confident to take judgement calls to resolve the customer issues
• Very good understanding of RBI Regulations, business processes and Systems
• Persuasive & Persistent
• Ability to work with cross functional teams
• Good communication skills - written and oral
• 6 sigma green belt would be useful

Kotak Mahindra Bank