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Team member-Continuous improvement-Kaizen-SUPPORT SERVICES-Customer Experience
Kotak Mahindra Bank
5 - 10 years
Mumbai
Posted: 02/07/2025
Job Description
Job Role
- The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment
- S/he will have to identify customer pain areas across the Customer journey.
- Prioritize & resolve the customer issues by simplifying process, relook at policies / practices
- Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework
- Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement
- Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience
Job Requirements
- Customer orientation - Essential
- Problem solving / Analytical – Essential
- Project management skills – Essential
- Result Orientation – Essential
- Understanding of business - preferable
- Appreciation of technology – preferable
- Good communication skills – written and oral
About Company
Kotak Mahindra Bank is one of India's leading private sector banks, offering a wide range of financial services including personal banking, corporate banking, investment banking, insurance, and asset management. Established in 1985 and headquartered in Mumbai, it is known for its innovative banking solutions, customer-centric approach, and strong focus on digital transformation. The bank caters to diverse customer segments, from individuals to large corporations, emphasizing trust, transparency, and growth.
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