Designation - Lobby Manager.
Participate in the Lobby Experience Model, serving as assigned person to welcome
the customer, direct them as appropriate based on their identified needs and
encourage utilization of self-service channels, carries a tab to help the customer
navigate MB and NB as customer is waiting.
Support Bank guidelines for delivering and coaching exceptional customer
experience including proactively greeting customers, smiling, using their name and
ending each interaction (whether in person or phone) by saying Thank you for
banking with Kotak, is there anything else I can do for you today (customer name)?
Maintain a professional manner to build customer confidence and trust.
Take ownership of error resolution including resolving situations escalated by br.
staff, as well as routine customer problems and referring more complex issues to supervisor or platform. Follow-up with issues as required to ensure timely and accurate resolution.
Possess and maintain thorough knowledge of procedures; build and maintain productive partnership with Regional Operations to ensure branch achievement of pertinent SQ goals.
Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings and leading portions as necessary.
Lobby manager to be equipped with a TAB to give Digital Demo to the customer.
Designated retention specialistIn NON high walk in hours, person can do 1) NPS Detractor calling and service recovery 2)NPS Passives calling to nudge them to be promoters 3) Escalation and Complaints resolution
THE OPPORTUNITY :
Serves as foundation of building customer loyalty in the
Kotak Mahindra branch banking system, completing all activities in a pro-active manner.
Plays key role in the Customer Experience (lobby experience, needs identification,
branch txns like Cash, FT,FD SIPs etc. to Digi migration, directing to appropriate
resource and top five behaviors- KOTAK),
Transactions (efficient transactions, profiling customers for sales opportunities,
account maintenance and providing service beyond expectations) and Regulatory
Updations (Know Your Customer (Re-KYC) activities, GSTIn, AAdhar ) to support
achievement of branch goals.
Acknowledges customers as they enter the branch, accurately processes a variety of financial transactions and balances work daily, identifies and refers sales opportunities by uncovering financial needs and presenting all options to customers, and following up as needed.
Provides leadership and coaching to the SO+SDO team with the operations and service functions of the branch, including adherence to all Service Dilse meeting , greeting, seating, q mgmt., professional grooming stds and mystery shopping
They will drive the RM to do the service recovery in the branches.
Provides on-the-job guidance, coaching and training to new and existing (SO+SDO).