MUMBAI · FULLTIME
Associate Service Manager_WBG HO / IPO / CIP_0143_1504_1064461
Kotak Securities
Mumbai · onsite · Posted 3d 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 NoticesAccount FreezeDe-freeze RequestsGrievance RedressalWholesale Banking OperationsRegulatory ComplianceEscalation ManagementCyber Fraud
Section · Company
About Kotak Securities
Kotak Securities
Financial Services
4.6k+
employees
1994
32 years old
Mumbai, Maharashtra
India
₹8.5L PA avg
Avg at Kotak Securities
About
Kotak Securities are a trusted trading platform backup by 3.5 Million + customers provide all financial services ounder one roof.
Industries
Financial Services
Employee ratings
10 reviews
3.6/ 5
Culture
2.8
Career growth
3.0
Work-life
3.7
Employees rate it well for
Work-Life Balance36Overall Company36
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