Key Responsibilities

- Team Supervision &
- Leadership:

Manage, mentor, and guide a team of Affluent Service Officers, Relationship Managers, or Service Executives handling high-net-worth (HNI) accounts
- Service Quality &
- Turnaround Time (TAT): Ensure all personalized service requests, account maintenance, and transactional queries for affluent clients are resolved well within prescribed service benchmarks and TATs.
- Escalation &
- Complaint Handling: Act as the primary point of contact for complex customer escalations, service complaints, and high-priority resolutions to ensure client delight and retention.
- Cross-Functional Coordination: Liaise closely with Central Processing Centers (CPC), Regional Processing Centers (RPC), product desks, and investment/wealth management teams for seamless account opening, servicing, and product fulfillment.
- MIS &
- Performance Tracking: Generate regular Management Information System (MIS) reports, monitor team productivity metrics, track service level agreements (SLAs), and review portfolio health.
- Compliance &
- Audits:



Ensure strict adherence to internal Standard Operating Procedures (SOPs), banking regulations, RBI guidelines, and KYC/AML norms across the affluent portfolio.
- Customer Engagement Support: Assist the team in meeting key affluent clients for periodic service reviews, profile updates, and service hook activations.

Key Requirements &

- Qualifications

- Experience: Typically, 5 to 10+ years of banking experience in affluent/priority banking, branch banking operations, or customer service/relationship management (with prior leadership or team-handling experience).
- Education: Graduate degree in any stream; an MBA or postgraduate degree in finance/business is often preferred.
- Skills:
- Solid customer-service orientation and interpersonal skills.
- Sound knowledge of retail banking products, liabilities, and wealth/investment processes.
- Proficiency in data analysis, reporting tools, and MS Excel.
- Ability to manage stress, lead under targets, and coordinate across multiple internal stakeholders

📌 Team Lead – Affluent Service_AFFLUENT (Gurugram)
🏢 Kotak
📍 Gurugram