Manager - Digital Banking Support

Manager-Support-Digital Banking Kotak 811-Regional Sales

As the Manager-Support, you will be responsible for overseeing and guiding a team of support professionals, ensuring a seamless and exceptional customer experience. Your role is crucial in maintaining and enhancing the bank's reputation and digital presence. You will work closely with the regional sales team to align support strategies with sales goals, ensuring a cohesive and effective approach.

• Lead and manage a team of support professionals, providing guidance and support.
• Ensure efficient and effective customer support, resolving queries and issues promptly.
• Collaborate with the regional sales team to align support strategies with sales objectives.
• Monitor and analyze customer feedback and support data to identify trends and areas for improvement.
• Implement and oversee support processes and procedures, ensuring compliance with bank standards.
• Train and develop team members, fostering a culture of continuous learning and improvement.
• Handle complex customer escalations and provide timely resolutions.
• Stay updated with digital banking trends and technologies, and incorporate them into support strategies.
• Build and maintain strong relationships with internal stakeholders and clients.
• Ensure a positive and professional brand image through excellent customer support.

• A bachelor's degree in Business Administration, Finance, or a related field is preferred.
• Minimum 5 years of experience in a customer support or management role, preferably in the banking industry.
• Strong leadership and team management skills, with the ability to motivate and inspire.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Proficiency in using customer relationship management (CRM) systems and tools.
• Familiarity with digital banking platforms and technologies is an advantage.
• Ability to work independently and manage multiple priorities effectively.
• Strong problem-solving and conflict resolution skills.
• Willingness to stay updated with industry trends and best practices.

Experience Level

Mid Level