Product Manager-Digital Banking Kotak 811-Regional Sales This is an Internal document.

Product

Manager COE (Voice Operations) The Video &

- Voice Unit serves as the human interface of this digital ecosystem, connecting customers through Inbound, Outbound, Relationship Management and VKYC interactions — ensuring engagement, trust, and personalized service across every touchpoint. ? Role Objective The Head – Center of Excellence (CoE) will play a strategic enablement and supporting role in strengthening Kotak 811’s customer engagement ecosystem. This role focuses on improving funnel efficiency, operational productivity, and customer experience through data-led insights, process excellence, and technology integration.

The incumbent will lead a compact CoE team and collaborate with business, product, and technology teams to enable each unit to achieve its KPIs. ⚙️ Key Responsibilities Business Enablement &

- Performance Optimization • Support inbound, outbound, and VKYC units through data insights and process improvements.
- Develop frameworks to track and enhance funnel efficiency, conversions, and cost metrics.
- Drive automation, analytics, and digitization to improve productivity and reduce cost per acquisition/contact. Customer Experience &
- Quality Excellence • Strengthen Kotak 811’s “Digital Human Touch” proposition across voice and video channels.
- Monitor and improve NPS and service quality scores.
- Ensure VKYC process compliance,



accuracy, and TAT adherence.

Collaboration &

- Stakeholder Management This is an Internal document.
- Partner with Product, Tech, Marketing, and Operations teams to align initiatives with business goals.
- Collaborate with analytics and vendor teams to design efficiency models.
- Present dashboards and insights to leadership on performance and improvement areas. ? Key Deliverables / KPIs ✅ Funnel efficiency & conversion improvement ✅ Cost per acquisition/contact optimization ✅ Customer satisfaction (NPS) uplift ✅ VKYC compliance &
- TAT adherence ✅ Unit-level productivity & profitability enhancement ? Candidate Profile • Experience:

10–15 years in BFSI / Fintech / Digital Banking with exposure to contact center operations, customer engagement, or process excellence.

- Education:

MBA or equivalent (Marketing / Operations / Analytics preferred). ?Skills:

Strong analytical & problem-solving orientation Knowledge of CRM, dialer systems, speech analytics & dashboards Proven ability to drive data-led decision-making Excellent stakeholder management & communication skills ? Role Attributes • Team-oriented & enabling leadership style • Data-driven & execution-focused This is an Internal document.

- Strategic thinker with operational depth • Passionate about digital transformation & customer experience Experience Level Mid Level

📌 Head of Center of Excellence - Digital Banking Voice and Video Operations (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai