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.