CEC - Process Manager-Customer Experience Center-Contact Centre Inbound
Kotak Mahindra Bank
- Thane, Maharashtra
- Permanent
- Full-time
- To finalize new/existing processes by liaising with product/process team, manage and control overall CEC related processes.
- Identifies & implements process changes basis learning's, past trend, business requirement impacting: Customer experience, Operational efficiency, Increase in revenue/ Cost reduction
- Develop new and unique ways to improve operations of the organization and to create new opportunities.
- Provide feedback/views once projects are implemented.
- Responsible for reviewing existing process documents and updating regularly.
- Process note to be finalized for any new product launch by coordinating with product/ process team.
- Responsible for reviewing & updating RCSA on timely basis
- Execution of control testing and submission of reports as per defined frequency to ORM team
- Auditee for various audits at CEC
- SPOC for any BPC related activities
- Graduate or MBA
- Minimum 5 to 710 years of relevant experience in servicing of financial products in a call center setup
- Good analytical skills and an eye for detail.
- Self-motivated & takes Initiatives.
- Strong analytical, communication & follow-up skills.
- Excellent written and oral communication skills.