Role & responsibilities:
- Lead and supervise a team of approximately 22 Customer Service Officers and 2 Area Supervisors responsible for servicing Retail Asset customers.
- Ensure timely resolution of customer service requests and complaints, including those raised through channel partners, within defined turnaround times (TATs).
- Manage end-to-end complaint resolution and detractor feedback closure, ensuring customer concerns are effectively addressed and insights are used to improve service delivery.
- Monitor the quality and accuracy of service request handling and customer communication, identifying errors and implementing corrective actions.
- Drive customer satisfaction by ensuring consistent service standards and seamless customer experience.
- Conduct regular performance reviews, provide coaching and feedback, and support team members in achieving their KRAs and development goals.
- Ensure optimum team staffing and productivity through effective workforce planning and resource management.
- Facilitate training, certification,



and skill development initiatives to enhance team capability and performance.
- Build solid coordination with internal stakeholders to ensure timely closure of customer requests and escalation management.
- Track and analyze service MIS, identify trends, and recommend process improvements to enhance efficiency and customer satisfaction.
- Implement best practices and continuous improvement initiatives to strengthen service delivery and operational excellence.
- Implement Service-to-Sales initiatives to identify and convert customer service interactions into business opportunities.

Job Requirements:
- Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
- Customer-centric mindset with a strong sense of ownership and accountability for issue resolution.
- Proven ability to manage customer complaints and service requests through to successful closure.
- Strong stakeholder manage

📌 Regional Manager (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai