Digital Banking Contact Centre Team Manager

Digital Banking Kotak 811-Assets-Officer-Digital Banking Kotak 811-Contact Centre Inbound

The Digital Banking Kotak 811-Assets-Team Manager is a customer-centric role, focusing on delivering exceptional service and cross-selling banking products. This position is vital for managing the contact center's inbound operations and driving customer engagement and satisfaction.

 

As the Digital Banking Kotak 811-Assets-Team Manager, you will be at the forefront of our customer service operations, leading a team that provides support and guidance to our valued customers. Your primary goal is to ensure an exceptional customer experience, fostering a positive and engaging environment. This role is integral to our digital banking strategy, as you will be responsible for cross-selling our banking products and services, maximizing customer satisfaction and loyalty.

 

Responsibilities

• Lead and motivate a team of customer service representatives, ensuring a high level of performance and engagement.
• Handle complex customer inquiries and complaints, providing timely and accurate resolutions.
• Cross-sell banking products and services to customers, identifying up-sell opportunities and offering tailored solutions.
• Monitor and analyze customer feedback and trends, implementing improvements to enhance the customer journey.
• Collaborate with other teams to ensure a seamless customer experience across all touchpoints.
• Train and develop team members, providing ongoing support and performance feedback.
• Ensure compliance with regulatory and internal policies, maintaining a secure and ethical environment.
• Manage and prioritize a high volume of customer interactions, maintaining efficient response times.
• Stay updated on industry trends and competitor offerings, sharing insights with the team.

Qualifications

• A bachelor's degree in business, finance, or a related field is preferred.
• Minimum 5 years of experience in a customer service or contact center environment, with at least 2 years in a managerial role.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proven track record in cross-selling and up-selling financial products.
• Proficiency in using CRM systems and other customer service tools.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Flexibility to work in a dynamic and fast-paced environment.
• Strong problem-solving and conflict resolution skills.
• Ability to work independently and manage multiple priorities.

Experience Level

Senior Level