CEC-Product Manager-Customer Experience Center-Contact Centre Inbound Jobs in Thane at Kotak Mahindra Bank Limited

Last Updated: Sep 12, 2021 05:10 IST


Company Name
Kotak Mahindra Bank Limited
Job title
CEC-Product Manager-Customer Experience Center-Contact Centre Inbound
12-15 Years
Not Mentioned

Job Profile

Job Description :

Job Role
Leadership position which provides plan , direction , guidance and support to the Unit heads and teams to achieve the stated Business objectives of the channels in alignment with the Bank goals and operating guidelines
Support Unit heads to deliver Business goals of Call Volume, Cost, Income, Productivity, Tat, Xsell , Query Resolution and Portfolio objectives of spends for Credit cards, Balance Build up, channel migration by effective reporting
Ensure compliance to Internal and external audit guidelines and statutory regulations ( RBI/TRAI/IRDA )
Strengthen Key stakeholder relationships with Business Solution Group, Products ,Marketing, HR , IT, Sales, Branch, Fincon, Audit , risk, Ops for Phone banking channel in meeting our targets
Uphold and drive the Bank's Values and culture in the team
Lead New Initiatives within the channel as per Bank objectives
Job Description
Minimum 12 years of work experience.
4 Areas: Achieving Business Objectives (Business, Controls , Customer centricity , Projects)
Technology & Co-Ordination
Continuous enhancement of Contact Centre Technoligy- monitoring, experience delivery, Continuous monitoring of vulnerabilities and addressing the same, Vendor engagement and ahead of curve Product Manager , Make a list of all technology & vendors that enable the shop.score them Mark to market
Voice Bot
IVR as a subject and every nuance around it, Identify new Projects & solutions pan Customer Experience Centre; To work with all BSG and IT team to bring synergy in the technology deployed is optimally used.
Create a platform between the Line Teams & Channel Partners to periodically review the overall technology trajectory, optimal usage, new use cases, disruptions etc including Outbound disposition management and implement the Business strategies with technology, Liaisoning with Ops / Product / BSG / ITincluding monthly review meetings
Identification & Automation opportunities to increase productivity.
Business Planning for Phonebanking Channel along with the Headcount, &Cost Budgets and obtain necessary approvals to promote the interest of the Channel, Drive Adherence to Budgets & plan for all verticals
Co-ordination with products and Fincon BIU for data, to assist providing regular update to all the channels with trends, gap analysis and recommendations for business improvements from an overall Contact Centre perspective and goals
Bridge with respective silo / product teams for data submit, biz reports and metrics to GH/BH
Linked to all line items of Budget..opportunities for cost save / efficiency, Linked to all aspects of SOP..enablement / controls / measures / efficacy
Effective review mechanism for monitoring business trends to achieve Business Budgets set for the Financial Year for the Channel.
Drive Productivity, Cost Management as per seat parameters and budgets, define, measure the workstation productivity at an overall CEC level.
Per Unit costing
Analyze all business reports / MIS and drive product penetration along with the respective vertical heads and have constant feedback with effective MIS and mtgs.
Bridge the gap between the Goal and the existing status by enabling the front end with regular insights & triggers.
Outbound: To track the calling and output related data to set benchmarks for conversion ratios and have the performances updated regularly.
Process Management
To ensure Business is conducted in total adherence to Guidelines issued by the Bank, TRAI, RBI, and IRDA
Ensuring all the processes designed and implemented by the channels are followed without deviation. Maker checker protocol between Ops and Product, Trend line of key parameters / indicators, RCSA and audit, Dashboards
Tracking the processes through reports and interaction with the constituents Channel members and line teams and update of the same at regular frequency.
Identify Process Improvements and plug the existing gaps at an overall Customer Experience Centre level.
Facilitate HR, Fincon, IT, product, ISG, risk, Audit support if required for any business processes
Ensure business /process consistency, Establish effective controls to comply with Bank and external regulations and drive culture of integrity and discipline within teams.

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Key skills
Product Manager, Product Management, Banking Products
Banking/ Accounting/ Financial Services
Job Description : Job Role Leadership position which provides plan , direction , guidance and support to the Unit heads and teams to achieve the stated Business objectives of the channels in alignment with the Bank goals and operating guidelines
Last Date

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