The Service Excellence Specialist (SES) plays a critical role in driving
operational excellence and enhancing customer experience across wholesale
banking services. This role involves close collaboration with internal
stakeholders to identify service gaps, streamline processes, and implement best
practices that align with the bank’s commitment to delivering superior service
quality.

RESPONSIBILITIES

1. Service Delivery & Client Experience Monitor and enhance service delivery
standards across wholesale banking operations. Ensure timely resolution of
client issues and service requests with a focus on quality and responsiveness.
Act as a liaison between internal teams and clients to ensure seamless service
execution. 2. Process Improvement & Operational Monitor and evaluate service
delivery standards across wholesale banking operations to ensure consistent
customer experience.



Identify process improvement opportunities and work with
cross-functional teams to implement service enhancements. Act as a liaison
between business units and service teams to resolve escalations and ensure
timely issue resolution. Analyze customer feedback and service metrics to
generate actionable insights and drive continuous improvement. Support the
implementation of service excellence frameworks and tools across CIIB functions.
Conduct training and awareness sessions to promote a culture of service
excellence within the organization. Collaborate with technology and operations
teams to automate and digitize service processes for improved efficiency. Ensure
compliance with internal policies, regulatory guidelines, and service quality
standards.

📌 Service Excellence Specialist-WBG HO (Chennai)
🏢 Kotak
📍 Chennai