Lobby Manager - Indore - Indore - Kotak
- Kotak Mahindra Bank
- 2 - 7 years
- Indore
- 4 years ago
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Job Description
Dear Aspirant,
We have Urgent opening for Lobby Manager for INDORE.
Grade to be Offered: Assistant / Deputy Manager
CTC to be Offered: Upto 4 LPA
Note: Preferred Candidate only from Banking/ BFSI sector Only
Job Profile :
- 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 the 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 a thorough knowledge of procedures; build and maintain a 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 specialist In 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 a key role in the Customer Experience (lobby experience, needs identification, branch txns like Cash, FT, FD SIPs etc. to Digi migration, directing to the appropriate resource and top five behaviours- 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 the 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, Job Role: J o b R o l e Opportunity brought to you by Fast Track greeting, seating, q mgmt., professional grooming STDs and mystery shopping guidelines.
- 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)
Job Requirements:
- Should have at least 4-6 yrs of branch banking experience
- Strong verbal communication and interpersonal skills.
- Ability to interact with all levels of management.
- Proven work leadership and coaching skills.
- Proven ability to effectively handle difficult customer conversations.
- Well-organized individual with time management and prioritization skills, with the ability to work under critical time constraints.
- Proficiency with Digi & tab as well as e-mail.
- Ability to stand for long periods of time.
- Ability to interact with customers in an open face-to-face work environment
If you wish to apply for this job position, please share your updated CV to "aa************l@ko**k.com" with subject title as Lobby Manager.
If the candidate's profile gets shortlisted, HR team shall connect with the candidate directly.
Note: Please mention the following in the subject line as '"CV"_"Position Name" -"Location"
Regards,
Kotak Mahindra Bank,
Human Resource
Job Classification
Industry: BankingFunctional Area: BFSI, Investments & Trading, Role Category: Banking OperationsRole: Banking OperationsEmployement Type: Walk-insEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Doctorate Not RequiredContact Details:
Company: Kotak Mahindra BankAddress: 27BKC, Plot no. C 27, G Block, Bandra Kurla Comple, , , MUMBAI, Maharashtra, IndiaLocation(s): Indore
Keyskills: Branch Operations Client Servicing Lobby Management Escalation Management Time Management Compliance Bfsi Finance Client Relationship Management Bank Audit Cash Management Services Sales Customer Experience Operations LI Account Maintenance Branch Banking FD
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