Service and Operations Manager
Kotak Mahindra Bank
Total des années d'expérience :12 years, 4 Mois
•Acknowledge receipt of customer complaints providing customers with a reference number and timeframe for resolution (medium: SMS/Telephony/Email/fax/written/verbal) within the specified period.
•Investigate and resolve all minor/routine/complex/ customer complaints.
•Work closely with branch personnel and HO departments to manage the resolution of customer complaints within the specified TAT and to obtain service recovery.
•Ensure that complaints received are handled in a professional and diplomatic manner by bank employees and fully documented as per the procedure.
•Review all allocated cases on Remedy and update on a daily basis to ensure effective tracking of complaints until resolution and ensure regular status reports are given to the customer and recorded on the system.
• Liaise with the respective Relationship Manager for all complaints to ensure the appropriate corrective/preventative action is implemented and the RM obtains service recovery.
•Educate the customers on all new products.
•Provide training to the bank staff on the new products and documentation related to it.
• Relationship building and financial planning for customers with organization’s products and services
• Provide customized financial advisory services and portfolio planning of investments
• Develop new clients and leads through referencing and other sources
• Client retention on an overall base of 3000+ clients in Ranchi
• Meeting revenue targets monthly & quarterly ensuring budgetary expectations
• Training on investments and financial planning for new clients
• Manage customer meetings and sales process as part of reporting structure
• Products serviced included: Mutual Funds, Equity, Derivatives, Life Insurance, General Insurance and Fixed Deposits among others.
Two year full time management graduate in finance, Core Subjects – Corporate Finance, Banking Practices, Securities Market, International Financial Management and Financial Analysis among others, Internship with Federal Bank, Aluva, Kerala – Project on Assessment of Credit Risk of SME loans for branch