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
✅ Uni