About The Role

We are seeking a talented and experienced professional to join Kotak Mahindra Bank Ltd as a Regional Service Quality Manager in the HO & SUPPORT-Service Quality department. In this role, you will play a crucial part in driving service excellence and operational efficiency across multiple branches. Your primary focus will be to ensure that our customers receive a consistent, high-quality experience, while also optimizing processes and procedures to enhance overall operational performance.

Oversee and manage service quality across assigned branches, ensuring compliance with company standards and regulations.
Conduct regular audits and assessments to identify areas for improvement and implement necessary changes.
Develop and implement strategies to enhance customer satisfaction and loyalty, focusing on personalized and efficient service delivery.
Collaborate with branch managers and staff to provide training and support, ensuring a skilled and motivated workforce.
Analyze customer feedback and market trends to identify opportunities for service enhancement and innovation.
Monitor and evaluate key performance indicators (KPIs) to track service quality and make data-driven decisions.
Build and maintain strong relationships with internal stakeholders and external partners to foster a collaborative environment.
Stay updated on industry best practices and emerging trends, incorporating them into service quality initiatives.
Lead and mentor a team of service quality professionals, providing guidance and support for their professional development.
Ensure timely and accurate reporting on service quality metrics, providing insights and recommendations to senior management.
Bachelor's degree in Business Administration, Finance, or a related field, with a preference for a Master's degree in a relevant discipline.
Minimum 8 years of experience in a similar role, preferably in the banking or financial services industry.
Proven track record of successfully managing and improving service quality in a regional or multi-branch environment.
Excellent leadership and communication skills, with the ability to inspire and motivate a diverse team.
Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
Proficiency in using relevant software and tools for service quality management and reporting.
Ability to work independently and manage multiple priorities in a fast-paced, dynamic environment.
Excellent organizational and time management skills, with a focus on attention to detail.
Willingness to travel to different branches as required for audits, training, and support.
A customer-centric mindset, with a passion for delivering exceptional service and continuous improvement.