Grievance Redressal Officer-HO & SUPPORT-Grievance Redressal

• Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations received at Senior Management Desk.
• Interact with Senior Stakeholders with in the Group to deliver quick and effective resolution for all escalations.
• Suggest projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
• Driving Net Promoter Score (NPS) for the Nodal Office through best in class service recovery
• Establishing a culture across all customer channels, viz Branch Banking, Customer Experience Centre and Digital DIY for zero defect and first time right to drive reduction in service escalations

• 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 actionables 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 and Regulators in a high pressure and timeline oriented environment
• Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

Kotak Mahindra Bank