Santoshkumar Gupta
Senior Banking Professional | Ex - Citibank | Expert in Customer experience management and People Management | Driving Operational Excellence & Nurturing Talent
- Role
- Senior Manager - Leader and Development Manager at Kotak Mahindra Bank
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Santoshkumar Gupta
Hello! I\'m Santosh, a seasoned Customer Experience Manager and Customer Service…
Experience
Senior Manager - Leader and Development Manager
Jun 2023 — Present · Mumbai, IN
Lead a team of new officers and Team leaders, focusing on enhancing their customer service and operational skills in the banking sector. Manage low performing officers in operations and nurture them in getting at par and achieving the minimum SOP benchmark of 70out of 100 Manage key performance metrics centered around customer service, consistently achieving an average NPS of 60+ and an FTR of 88%. Ensure that the officers adhere strictly to schedules and productivity levels, maintaining top-notch service quality across the board. Handle and resolve a high volume of daily customer queries (700~), effectively maintaining customer satisfaction. Drive the development of officers by recommending high-performers to operational roles, thereby promoting career growth within the organization.
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