This is an Internal document.

Product Manager

COE (Voice Operations)

The .Video &

- Voice Unit. serves as the .human interface. of this digital ecosystem, connecting customers through .Inbound, Outbound, Relationship Management and VKYC interactions.
- ensuring engagement, trust, and personalized service across every touchpoint.

.Role Objective.

The .Head - Center of Excellence (CoE). will play a .strategic enablement and supporting role. in strengthening Kotak 811's customer engagement ecosystem.

This role focuses on improving .funnel efficiency, operational productivity,. and .customer experience. through .data-led insights, process excellence,. and .technology integration..

The incumbent will lead a .compact CoE team. and collaborate with business, product, and technology teams to enable each unit to achieve its KPIs.

.Key Responsibilities.

.Business Enablement &

- Performance Optimization.

. Support inbound, outbound, and VKYC units through data insights and process improvements.

. Develop frameworks to track and enhance funnel efficiency, conversions, and cost metrics.

. Drive automation, analytics, and digitization to improve productivity and reduce cost per acquisition/contact.

.Customer Experience &

- Quality Excellence.

.

Strengthen

Kotak 811's .Digital Human Touch. proposition across voice and video channels.

. Monitor and improve .NPS. and service quality scores.

. Ensure .VKYC process compliance, accuracy,.



and .TAT adherence..

.Collaboration &

- Stakeholder Management.

This is an Internal document.

. Partner with .Product, Tech, Marketing,. and .Operations. teams to align initiatives with business goals.

. Collaborate with analytics and vendor teams to design efficiency models.

. Present dashboards and insights to leadership on performance and improvement areas.

.Key Deliverables / KPIs.

Funnel efficiency & conversion improvement

Cost per acquisition/contact optimization

Customer satisfaction (NPS) uplift

VKYC compliance &

- TAT adherence

Unit-level productivity & profitability enhancement

.Candidate Profile.

. .Experience:. 10-15 years in .BFSI / Fintech / Digital Banking. with exposure to contact center operations, customer engagement, or process excellence.

. .Education:. MBA or equivalent (Marketing / Operations / Analytics preferred).

.Skills:.

. Robust analytical & problem-solving orientation

. Knowledge of CRM, dialer systems, speech analytics & dashboards

. Proven ability to drive data-led decision-making

. Excellent stakeholder management & communication skills

.Role Attributes.

. Collaborative & enabling leadership style

. Data-driven & execution-focused

This is an Internal document.

. Strategic thinker with operational depth

. Passionate about digital transformation & customer experience

📌 Product Manager-Digital Banking Kotak 811-Regional Sales (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai