Kotak Mahindra Bank Limited logo

CEC Team Manager - Inbound - Credit Cards-Customer Experience Center-Contact Centre Inbound

8 - 10 years

0 Lacs

thane maharashtra india

Posted:2 months ago| Platform: Foundit logo

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Skills Required

people retention productivity operational excellence staffing customer experience recruitment

Work Mode

On-site

Job Type

Full Time

Job Description

  • Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls for HNI/Wealth Customers, for Retail Liabilities, Credit Cards and Retail Assets
  • Responsible for Recruitment and People retention
  • Drive operational excellence & Customer experience
  • Manage and Deliver on other business metrics such as -Productivity, Quality, Staffing, etc.
  • Liaise with Product & Business teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations.
  • 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, etc.
  • Manage customer escalations with end-to-end resolution

  • Graduate or MBA
  • Minimum 8 to 10 years of relevant experience in servicing of financial products and at least one year in managing supervisors (in turn handling officers)
  • 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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Kotak Mahindra Bank Limited logo
Kotak Mahindra Bank Limited

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Kotak Mahindra Bank Limited logo

CEC Team Manager - Inbound - Credit Cards-Customer Experience Center-Contact Centre Inbound

Kotak Mahindra Bank Limited

thane, maharashtra, india