Job Description

:Department: Personal LoansDesignation: Team Member- Product ManagerProduct: Personal LoanGrade: Assistant Manager and Responsibilities:

• Responsible for overseeing and implementing strategies to measure and improve customer satisfaction

• Proactively resolves customer complaints and escalations.

• Provide support across Customer Service Team and assist them to effectively resolve issues on a timely manner

• Help Customer Service Team to navigate through a variety of our tools

• Collaborate with internal teams and enhance the customer journey

• Identify new opportunities for our existing customers to make the most of our platforms or avoid roadblocks

• Develop deep knowledge of the product and solutions

• Show composure, zeal, and flexibility to tackle case volumes and upcoming questions. Develop a comprehensive product strategy, market positioning, target segments, and competitive differentiation

• Responsible for the overall service quality of NPS - TNPS and RNPS

• Analyse Complaints Trends on ongoing basis

• To arrive at an action plan collectively with the unit and monitor the plan for improvement of NPS score

Core Competencies:

• Educational requirement: Graduate or any other equivalent degree

• Excellent analytical and problem-solving skills, with the ability to interpret complex data and draw actionable insights

• Exceptional leadership and communication skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholder

• Strong project management and organizational skills, with the ability to manage multiple priorities and meet deadlines

• Knowledge of compliance and risk management practices in the financial services industry

• Familiarity with agile development methodologies and product management tools is a plus

Location: Mumbai (Goregaon East)

Kotak Mahindra Bank