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
- Identifying and driving automation of manual processes

Job Requirements
- Customer orientation - Essential
- Problem solving / Analytical - Essential
- Project management skills - Essential
- Result Orientation - Essential
- Understanding of business - preferable
- Appreciation of technology - preferable
- Positive communication skills - written and oral

📌 Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai