Head of Center of Excellence - Digital Banking Voice and Video Operations

Product Manager-Digital Banking Kotak 811-Regional Sales This is an Internal document. Product Manager COE (Voice Operations) The •Video & Voice Unit• serves as the •human interface• of this digital ecosystem, connecting customers through •Inbound, Outbound, Relationship Management and VKYC interactions• — ensuring engagement, trust, and personalized service across every touchpoint. 🎯 •Role Objective• The •Head – Center of Excellence (CoE)• will play a •strategic enablement and supporting role• in strengthening Kotak 811’s customer engagement ecosystem. This role focuses on improving •funnel efficiency, operational productivity,• and •customer experience• through •data-led insights, process excellence,• and •technology integration.• The incumbent will lead a •compact CoE team• and collaborate with business, product, and technology teams to enable each unit to achieve its KPIs. ⚙️ •Key Responsibilities• •Business Enablement & Performance Optimization• • Support inbound, outbound, and VKYC units through data insights and process improvements. • Develop frameworks to track and enhance funnel efficiency, conversions, and cost metrics. • Drive automation, analytics, and digitization to improve productivity and reduce cost per acquisition/contact. •Customer Experience & Quality Excellence• • Strengthen Kotak 811’s •“Digital + Human Touch”• proposition across voice and video channels. • Monitor and improve •NPS• and service quality scores. • Ensure •VKYC process compliance, accuracy,• and •TAT adherence.• •Collaboration & Stakeholder Management• This is an Internal document. • Partner with •Product, Tech, Marketing,• and •Operations• teams to align initiatives with business goals. • Collaborate with analytics and vendor teams to design efficiency models. • Present dashboards and insights to leadership on performance and improvement areas. 📊 •Key Deliverables / KPIs• ✅ Funnel efficiency & conversion improvement ✅ Cost per acquisition/contact optimization ✅ Customer satisfaction (NPS) uplift ✅ VKYC compliance & TAT adherence ✅ Unit-level productivity & profitability enhancement 👤 •Candidate Profile• • •Experience:• 10–15 years in •BFSI / Fintech / Digital Banking• with exposure to contact center operations, customer engagement, or process excellence. • •Education:• MBA or equivalent (Marketing / Operations / Analytics preferred). 📒•Skills:• • Strong analytical & problem-solving orientation • Knowledge of CRM, dialer systems, speech analytics & dashboards • Proven ability to drive data-led decision-making • Excellent stakeholder management & communication skills 🌟 •Role Attributes• • Collaborative & enabling leadership style • Data-driven & execution-focused This is an Internal document. • Strategic thinker with operational depth • Passionate about digital transformation & customer experience Experience Level Mid Level