Customer Assistance Manager - Working Capital

Customer Assistance Manager-Working Capital-Hardship Assistance Unit

At Kotak Mahindra Bank Ltd, we are seeking a dedicated and empathetic professional to manage our Hardship Assistance Unit within the Working Capital department. This unit plays a crucial role in providing specialized support to customers experiencing financial difficulties, ensuring they receive the necessary assistance to navigate through challenging times. The Customer Assistance Manager will lead a team of experts, guiding them to deliver exceptional customer service and tailored solutions.

• Lead and mentor a team of customer assistance specialists, fostering a supportive and collaborative work environment.
• Develop and implement strategies to identify and assist customers facing financial hardships, ensuring a proactive and empathetic approach.
• Collaborate with various bank departments to streamline processes and enhance the overall customer assistance experience.
• Stay updated with industry trends and best practices in customer assistance, implementing innovative solutions to improve service delivery.
• Analyze customer feedback and market trends to identify areas of improvement and develop effective action plans.
• Ensure compliance with bank policies and regulations, maintaining a high level of integrity and confidentiality.
• Build and maintain strong relationships with internal stakeholders, including risk management, legal, and operations teams.
• Conduct regular performance evaluations and provide constructive feedback to team members, promoting professional growth.
• Develop and deliver training programs to enhance the skills and knowledge of the customer assistance team.
• Represent the bank at industry events and conferences, showcasing our commitment to customer-centric initiatives.

• A bachelor's degree in business administration, finance, or a related field is preferred.
• Minimum 5 years of experience in customer assistance or a similar role, with a proven track record of successful leadership.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Demonstrated ability to work in a fast-paced, dynamic environment, managing multiple priorities effectively.
• A customer-centric mindset, with a passion for delivering exceptional service and building long-term customer relationships.
• Strong leadership and team management skills, with a track record of developing high-performing teams.
• Ability to work collaboratively across different departments and build effective partnerships.
• Willingness to stay updated with industry trends and a commitment to continuous professional development.

Experience Level

Mid Level