Regional Manager - Customer Service and Operations

Operations Team Supervisor-SUPPORT SERVICES-Operations Solution Group

The Sky Global Indian - Regional Manager will oversee the Sky Channel- Global Indian department for Inbound Contact center & Correspondence Unit, leading the Global Indian Service Team and ensuring exceptional customer service and business growth.

 

As the Regional Manager, you will play a pivotal role in driving the success of the Sky Channel- Global Indian department within Kotak Mahindra Bank Ltd. Your primary responsibility will be to manage and guide the Global Indian Service Team, ensuring they deliver an exceptional customer experience. You will be a key leader, setting the tone for the team's performance and contributing to the bank's overall business objectives.

 

Responsibilities

• Lead and mentor the Global Indian Service Team, fostering a high-performance culture - for both inbound contact center & Correspondence Unit
• Develop and implement strategies to enhance customer satisfaction and retention.
• Oversee daily operations, ensuring efficient and effective service delivery.
• Build strong relationships with key stakeholders, including team leaders and clients.
• Analyze market trends and competitor activities to identify growth opportunities.
• Ensure compliance with regulatory requirements and internal policies.
• Collaborate with other departments to align strategies and achieve business goals.
• Provide regular performance feedback and conduct performance appraisals for team leaders.
• Stay updated on industry developments and introduce innovative practices.
• Represent the department in external meetings and events as required.

Qualifications

• A bachelor's degree in Business Administration, Finance, or a related field.
• Minimum 5 years of experience in a managerial role, preferably in the banking industry.
• Proven leadership and team management skills, with a track record of success.
• Excellent communication and interpersonal abilities, with a customer-centric approach.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Proficiency in using banking software and tools for efficient operations.
• Ability to work independently and manage multiple priorities effectively.
• A results-driven mindset with a focus on continuous improvement.
• Willingness to travel for business purposes and attend industry events.
• Fluency in English and Hindi, with knowledge of other Indian languages as an advantage.

Experience Level

Mid Level