Kotak Mahindra Bank
Website:
kotak.com
Company:
https://www.linkedin.com/company/kotak-mahindra-bank
Seniority: Not Applicable
Industries: Banking
Job details:
This is an Internal document.
Product Manager
COE (Voice Operations)
The *Video & Voice Unit* serves as the *human interface* of this digital ecosystem, connecting customers through *Inbound, Outbound, Relationship Management and VKYC interactions* — ensuring engagement, trust, and personalized service across every touchpoint.
🎯 *Role Objective*
The *Head – Center of Excellence (CoE)* will play a *strategic enablement and supporting role* in strengthening Kotak 811’s customer engagement ecosystem.
This role focuses on improving *funnel efficiency, operational productivity,* and *customer experience* through *data-led insights, process excellence,* and *technology integration.*
The incumbent will lead a *compact CoE team* and collaborate with business, product, and technology teams to enable each unit to achieve its KPIs.
⚙️ *Key Responsibilities*
*Business Enablement & Performance Optimization*
- Support inbound, outbound, and VKYC units through data insights and process improvements.
- Develop frameworks to track and enhance funnel efficiency, conversions, and cost metrics.
- Drive automation, analytics, and digitization to improve productivity and reduce cost per acquisition/contact.
*Customer Experience & Quality Excellence*
- Strengthen Kotak 811’s *“Digital + Human Touch”* proposition across voice and video channels.
- Monitor and improve *NPS* and service quality scores.
- Ensure *VKYC process compliance, accuracy,* and *TAT adherence.*
*Collaboration & Stakeholder Management*
This is an Internal document.
- Partner with *Product, Tech, Marketing,* and *Operations* teams to align initiatives with business goals.
- Collaborate with analytics and vendor teams to design efficiency models.
- Present dashboards and insights to leadership on performance and improvement areas.
📊 *Key Deliverables / KPIs*
✅ Funnel efficiency & conversion improvement
✅ Cost per acquisition/contact optimization
✅ Customer satisfaction (NPS) uplift
✅ VKYC compliance & TAT adherence
✅ Unit-level productivity & profitability enhancement
👤 *Candidate Profile*
- *Experience:* 10–15 years in *BFSI / Fintech / Digital Banking* with exposure to contact center operations, customer engagement, or process excellence.
- *Education:* MBA or equivalent (Marketing / Operations / Analytics preferred).
📒*Skills:*
- Strong analytical & problem-solving orientation
- Knowledge of CRM, dialer systems, speech analytics & dashboards
- Proven ability to drive data-led decision-making
- Excellent stakeholder management & communication skills
🌟 *Role Attributes*
- Collaborative & enabling leadership style
- Data-driven & execution-focused
This is an Internal document.
- Strategic thinker with operational depth
- Passionate about digital transformation & customer experience
Click on Apply to know more.
