Job DescriptionRole & 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 andaccuracy 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 robust 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

nJob Requirements:
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Robust leadershipand people management skills with the ability to motivate and develop high-performing teams. N
Customer-centric mindset with a solid sense of ownership and accountability for issue resolution. N
Proven ability to manage customer complaints and

📌 Regional Manager Alibag
🏢 Kotak Mahindra Bank
📍 Alibag