Customer Services - Unit Manager - PCG CS - West

Kotak Securities · Remote

Collected role description

Customer Services - Unit Manager - PCG CS - West at Kotak Securities

o This role also involves frequent interactions with Management and Leadership team on servicing aspects

o Develop and implement a client service strategy aligned with business goals.
o Collaborate with key stakeholders (Wealth RMs, Bank Teams, Third Party Product Teams etc) to streamline service delivery
o Drive automation and digital transformation initiatives to enhance customer experience
o Responsible for end-to-end client service experience, ensuring timely and high-quality support.
o Act as an escalation point for critical client issues, grievances, and high-value service requests
o Implement proactive client engagement strategies and feedback mechanisms
o Work with internal teams to enhance service efficiency and turnaround time (TAT).
o Map customer-related processes and identify process gaps.
o Continuously optimize service delivery processes for efficiency and scalability
o Provide regular reports to senior management on service trends, client concerns, and operational efficiency
o Implement best practices in customer service to maintain a competitive edge
o Ability to make decisions, think strategically and provide thought leadership to service these high profile clients
o Proactively identify potential customer issues and drive mitigation measures
o This role involves frequent interactions with Clients directly along with Business teams (Virtual as well as Physical meetings)