Job Description
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.n
- Ensure timely resolution of customer service requests and complaints, including those raised through channel partners, within defined turnaround times (TATs).n
- Manage end-to-end complaint resolution and detractor feedback closure, ensuring customer concerns are effectively addressed and insights are used to improve service delivery.n
- Monitor the quality and accuracy of service request handling and customer communication, identifying errors and implementing corrective actions.n
- Drive customer satisfaction by ensuring consistent service standards and seamless customer experience.n
- Conduct regular performance reviews, provide coaching and feedback, and support team members in achieving their KRAs and development goals.n
- Ensure optimum team staffing and productivity through effective workforce planning and resource management.n
- Facilitate training, certification,



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

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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.n
- Customer-centric mindset with a strong sense of ownership and accountability for issue resolution.n
- Proven ability to manage customer complaints and service r

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