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Kotak Life Insurance
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Program Manager-Affluent-Priority-Product Manager

Program Manager-Affluent-Priority-Product Manager

Kotak Life Insurance

6 - 8 years

9 - 14 Lacs

Mumbai

Posted:2 weeks ago| Platform:

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Skills Required

presentation skills networking facilitation banking products ms office tools retail banking project management program management business development sales escalation management relationship management consumer banking branch banking

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Role-

To lead and manage the Escalation Management Channel, ensuring high standards of personalized service leading to faster resolution of customers escalations.

Drive zero repeat and Nil escalation as an agenda

Collaborate with cross functional teams to ensure speedy resolution and drive process improvements

Deep dive of issues received from the Affluent customers and driving the culture of service recovery for strengthening consumer relationships through effective resolutions using Corrective and Preventive Actions so that not only does the issue get resolved but the recurrence is prevented

As a Supervisor, leading the last frontier of the service recovery for consumer service issues received as escalations from the Customers & Senior Leadership

Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys basis learnings and feedback from customers

Driving Net Promoter Score (NPS) for the Escalation Management Channel through best in class service recovery

Establishing a culture across all customer channels and Digital DIY for zero defect and first time right to drive reduction in service escalations

Job Requirements -

6 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up

Strong domain knowledge of Consumer Banking products, processes and technology

Strong analytical skills to derive insights from data and create actionable thereof

Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams

Exposure to working directly with Senior Management in a high pressure and timeline oriented environment

Ability to drive change, innovation and impact through active engagement, outreach and project management

Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

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Program Manager-Affluent-Priority-Product Manager