Associate Service Manager_WBG HO / IPO / CIP_0143_1504_1064461

Kotak Mahindra Bank

BFSI (Operations & Lending)

Posted: 18 hours ago

0-1 years

Mumbai, Maharashtra

BFSI (Operations & Lending)

work from office

Full Time

Closes 13 Dec 2026

Posted: 18 hours ago

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Job Description

.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.

Skills

Banking OperationsEscalation ManagementRoot Cause AnalysisWholesale Banking

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About Company

Kotak Mahindra Bank is a leading Indian private sector bank known for its innovative banking solutions and customer-centric approach. With a comprehensive suite of financial products and services, including retail banking, investment banking, and wealth management, the bank caters to the diverse needs of individuals, businesses, and corporations across the country. Kotak Mahindra Bank careers offer a dynamic and engaging work environment where professionals can thrive, innovate, and contribute to the bank's mission of delivering exceptional value. Employees are encouraged to pursue excellence, with ample opportunities for professional growth and development. For those looking to forge a successful career in banking, Kotak Mahindra Bank careers present a platform to be part of a progressive, growth-oriented organization.

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