Role & responsibilities:

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



and recommend process improvements to enhance efficiency and customer satisfaction.
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- Implement best practices and continuous improvement initiatives to strengthen service delivery and operational excellence.
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- Implement Service-to-Sales initiatives to identify and convert customer service interactions into business opportunities.
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nJob Requirements:

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- Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
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- Customer-centric mindset with a strong sense of ownership and accountability for issue resolution.
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- Proven ability to manage customer complaints and service requests through to successful closure.
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- Strong stakeholder management and cross-functional collaboration skills.
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- Excellent analytical, problem-solving, and decision-making abilities.
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- Focus on achieving service quality, productivity, and customer satisfaction targets.
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- Proficiency in MS Excel, Word, and PowerPoint.
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- Experience in MIS reporting, performance tracking, and service operations management.
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- Knowledge of Asset products such as Home Loans, Loan Against Property (LAP), and Personal Loans preferred.
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nExperience: >10 years in customer service, retail asset operations, or complaint management, with prior team handling experience preferred.

📌 Regional Manager - Customer Service (Maharashtra) (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai