2 - 6 years
6 - 10 Lacs
Posted:1 week ago|
Platform:
Work from Office
Full Time
o Develop andimplement a client service strategy aligned with business goals.
o Collaboratewith key stakeholders (Wealth RMs, Bank Teams, Third Party Product Teams etc)to streamline service delivery
o Driveautomation and digital transformation initiatives to enhance customerexperience
o Responsiblefor end-to-end client service experience, ensuring timely and high-qualitysupport.
o Act as an escalation point for critical clientissues, grievances, and high-value service requests
o Implementproactive client engagement strategies and feedback mechanisms
o Work withinternal teams to enhance service efficiency and turnaround time (TAT).
o Mapcustomer-related processes and identify process gaps. Work with the respectiveteams to automate/re-engineer the processes.
o Continuouslyoptimize service delivery processes for efficiency and scalability
o Provideregular reports to senior management on service trends, client concerns, andoperational efficiency
o Implementbest practices in customer service to maintain a competitive edge
o Abilityto make decisions, think strategically and provide thought leadership toservice these high profile clients
o Proactivelyidentify potential customer issues and drive mitigation measures
o Thisrole involves frequent interactions with Clients directly along with Businessteams (Virtual as well as Physical meetings)
o Thisrole also involves frequent interactions with Management and Leadership team onservicing aspects
Kotak Securities (KSL)
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