Role: Grievance Redressal Officer

Grade: M3/M4

Job Role

* 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 workplace
* Excellent communication, facilitation and presentation skills including
proficiency in MS Office tools (MS Excel and Powerpoint)

📌 Grievance Redressal Officer-HO (Mumbai)
🏢 Kotak
📍 Mumbai