Support Services - Customer Experience - Team Member null

Your role

Responsibilities

• 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, and TAT to derive insights and enhance customer experience

About you

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

Benefits

As part of Kotak Mahindra, you will receive benefits such as:

• Wellness Initiatives: A number of initiatives to promote health and well-being, including a dedicated online wellness portal, vaccination camps, medical insurance, seminars and more.
• Employee Engagement: Festival celebrations and bashes, family-oriented programs, in-house sports tournaments, a well-stocked in-house library.
• Leadership Connect: Regular interactions between employees and leaders not only help you understand the company vision better but also provide valuable feedback and ideas.
• Rewards and Recognitions: A wide array of recognition programs ensures that no achievement goes unnoticed, while also giving tangible rewards to the best employees.

To know more, watch this video:

Training & development

Kotak Bank is committed to nurturing employees through extensive talent development and recognition initiatives. Their offerings include 360-degree assessments, individual development plans, talent review discussions, and over 350 functional and developmental programs. Flagship programs include sessions with top leadership for insight sharing, mid-management transition support, and informal coaching and mentoring to prepare employees for new challenges and opportunities.

Career progression

They emphasize building future leaders through talent development and recognition initiatives designed to maximize potential. Their flagship programs include sessions with top leaders for insights and guidance, and structured transitions from mid-management to ensure new leaders quickly adapt and excel in their roles. Kotak Bank nurtures a transparent and ethical environment where all employees are given equal opportunities to shine and grow.

Sources

The following sources were used in researching this page:

• kotak.com/en/about-us/careers/working-at-kotak.html
• kotak.com/en/about-us/careers/building-capability.html
• kotak.com/en/about-us/careers/kotak-values.html
• youtube.com