Kotak

The Sky Global Indian Service Team Leader is a vital position within Kotak Mahindra Bank Ltd's Customer Experience Center. You will oversee a dedicated team, guiding and motivating them to deliver outstanding customer support via email. Your leadership and strategic thinking will be key in maintaining high standards of service and ensuring customer satisfaction.

• A minimum of 5 years of experience in a customer service leadership role, preferably in the banking industry.
• Excellent written and verbal communication skills in English, with the ability to communicate complex ideas clearly.
• Strong leadership and mentoring abilities, with a proven track record of managing and motivating teams.
• Demonstrated ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency in using customer relationship management (CRM) systems and email management tools.
• Analytical skills to interpret data and make data-driven decisions to improve customer service.
• A proactive and solution-oriented approach to problem-solving, with a customer-centric mindset.
• Ability to work independently and make sound judgments, with a high level of integrity and confidentiality.
• A flexible and adaptable attitude, willing to embrace change and new initiatives.
• Bachelor's degree in Business Administration, Management, or a related field.
• Manage and mentor a team of 15-20 Relationship Managers, fostering a positive and productive work environment.
• Oversee daily operations, ensuring efficient and effective customer service through email communication.
• Implement and monitor performance metrics, providing regular feedback to team members for continuous improvement.
• Collaborate with other teams to resolve complex customer issues and ensure a seamless customer journey.
• Conduct regular team meetings, providing training and support to enhance customer service skills.
• Stay updated on industry trends and best practices, implementing innovative strategies to enhance the customer experience.
• Ensure compliance with bank policies and procedures, maintaining a high level of data security and privacy.
• Build and maintain strong relationships with key stakeholders, including senior management and other departments.
• Analyze customer feedback and identify areas for improvement, implementing necessary changes to enhance service quality.