Posted By: I Mates Consultants | Posted on: October 30, 2019
India Ernakulam/Cochin/Kochi
330000-450000 RS
2-7
Description:

Profile -Lobby Manager | Retail Branch Banking | a leading Bank

Scope of the role - Manage the entire Lobby of an NRI Branch, Welcome the clients,Understand their requirements and address it with the support of the concerned team.

Duties and Responsibilities -

1) 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 customer is waiting.

2 ) 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 youfor banking with Kotak, is there anything else I can do for you today (customername)?” Maintain a professional manner to build customer confidence andtrust.
3 ) 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 thorough knowledge of procedures; build and maintain productive partnership with Regional Operations to ensure branch achievement of pertinent SQ goals.


4) 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.
5) Lobby manager to be equipped with a TAB to give Digital Demo to the customer.
6) Designated retention specialist.

Ideal profile - Preference to Female candidates with exposure in Front Desk Management of leading hotels, Premium vehicle showrooms ..etc can be considere

Skills:
reception customer service hotels customer care front desk administration


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