Associate Vice President HR at Kotak Mahindra Bank
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Kotak Mahindra Bank - Team Leader - Service Assurance - Inbound Process (5-10 yrs)
Job Role
- Responsible for managing a team of 15-18 officers handling escalation calls for Retail Liabilities, Credit Cards and Retail Assets
- Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks
- Manage Floor to monitor discipline on floor, resolve officer's queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.
- Manage escalated customer calls (complaints) with end-to-end resolution
Job Requirements :
Graduate - Minimum 5 to 6 years of relevant experience in servicing of financial products and at least one year in managing a team
Excellent communication skills - Verbal & Written
Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
- Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc
- Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
- Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers
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