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CEC - Process Manager-Customer Experience Center-Contact Centre Inbound
Kotak
Thāne, India
Experience
Master of Business Administration
Education
Mid-Level
Qualifications
Customer Experience
Customer Support
Benefits
Full-Time
Skills
Go to Market
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Job Role
To finalize new/existing processes by liaising with product/process team, manage and control overall CEC related processes.
Identifies & implements process changes basis learning’s, past trend, business requirement impacting: Customer experience, Operational efficiency, Increase in revenue/ Cost reduction
Develop new and unique ways to improve operations of the organization and to create new opportunities.
Provide feedback/views once projects are implemented.
Responsible for reviewing existing process documents and updating regularly.
Process note to be finalized for any new product launch by coordinating with product/ process team.
Responsible for reviewing & updating RCSA on timely basis
Execution of control testing and submission of reports as per defined frequency to ORM team
Auditee for various audits at CEC
SPOC for any BPC related activities
Job Description
Graduate or MBA
Minimum 5 to 710 years of relevant experience in servicing of financial products in a call center setup
Good analytical skills and an eye for detail.
Self-motivated & takes Initiatives.
Strong analytical, communication & follow-up skills.
Excellent written and oral communication skills.
Read Full Description
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Jobs at Kotak
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Confirmed 12 hours ago.
Posted 14 days ago.
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Kotak
CEC - Process Manager-Customer Experience Center-Contact Centre Inbound