MUMBAI · FULLTIME
Associate Service Manager_WBG HO / IPO / CIP_0143_1504_1064461
Kotak Mahindra Bank Ltd..
Mumbai · onsite · Posted 5d ago
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Section · 01
About this role
.Lead and manage the Wholesale Banking Escalation Desk, handling complex customer complaints and service escalations.
.Ensure timely resolution of grievances in line with RBI regulations, CPGRAM guidelines, and internal policies.
.Conduct root cause analysis of complaints and drive corrective actions to prevent recurrence.
.Collaborate with Business, Operations, Legal, Compliance, Product, and Technology teams for effective complaint resolution.
.Monitor complaint trends, prepare MIS reports and management dashboards, and provide actionable insights to senior leadership.
.Manage statutory, regulatory, and cybercrime-related notices, ensuring compliance with legal and regulatory timelines.
. Drive governance, risk mitigation, and continuous improvement initiatives to strengthen the
complaint management framework and enhance customer experience.
.8-15 years of experience in Banking Operations, Customer Service, Escalation Management, Regulatory Compliance, Statutory Notices, Grievance Redressal, or Wholesale Banking Operations.
.Proven experience in handling customer complaints, regulatory escalations, ombudsman matters, and statutory notices.
.Exposure to cyber fraud, banking investigations, account freeze/de-freeze requests, and law enforcement agency communications will be preferred.
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Section · 02
Skills
Customer ServiceBanking InvestigationsLaw Enforcement Agency CommunicationsStatutory NoticesGrievance RedressalWholesale Banking OperationsRegulatory ComplianceEscalation ManagementCyber Fraud
Section · Company
About Kotak Mahindra Bank
Kotak Mahindra Bank Ltd..
Banking
60.4k+
employees
1985
41 years old
Mumbai, Maharashtra
India
₹7.9L PA avg
Avg at Kotak Mahindra Bank
About
From launching Kotak Mahindra Finance Ltd. in 1985 to becoming one of the country’s most trusted financial institutions today, it’s been quite a journey.
Industries
BankingFinancial Services
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