Digital Banking Contact Centre Team Manager

Digital Banking Kotak 811-Assets-Officer-Digital Banking Kotak 811-Contact Centre Inbound The Digital Banking Kotak 811-Assets-Team Manager is a customer-centric role, focusing on delivering exceptional service and cross-selling banking products. This position is vital for managing the contact center's inbound operations and driving customer engagement and satisfaction. As the Digital Banking Kotak 811-Assets-Team Manager, you will be at the forefront of our customer service operations, leading a team that provides support and guidance to our valued customers. Your primary goal is to ensure an exceptional customer experience, fostering a positive and engaging environment. This role is integral to our digital banking strategy, as you will be responsible for cross-selling our banking products and services, maximizing customer satisfaction and loyalty. Responsibilities Lead and motivate a team of customer service representatives, ensuring a high level of performance and engagement. Handle complex customer inquiries and complaints, providing timely and accurate resolutions. Cross-sell banking products and services to customers, identifying up-sell opportunities and offering tailored solutions. Monitor and analyze customer feedback and trends, implementing improvements to enhance the customer journey. Collaborate with other teams to ensure a seamless customer experience across all touchpoints. Train and develop team members, providing ongoing support and performance feedback. Ensure compliance with regulatory and internal policies, maintaining a secure and ethical environment. Manage and prioritize a high volume of customer interactions, maintaining efficient response times. Stay updated on industry trends and competitor offerings, sharing insights with the team. Qualifications A bachelor's degree in business, finance, or a related field is preferred. Minimum 5 years of experience in a customer service or contact center environment, with at least 2 years in a managerial role. Strong leadership and team management skills, with the ability to motivate and develop a high-performing team. Excellent communication and interpersonal skills, with a customer-centric approach. Proven track record in cross-selling and up-selling financial products. Proficiency in using CRM systems and other customer service tools. Analytical mindset with the ability to interpret data and make informed decisions. Flexibility to work in a dynamic and fast-paced environment. Strong problem-solving and conflict resolution skills. Ability to work independently and manage multiple priorities.