Product Manager-Digital Banking Kotak 811-Regional Sales

This is an Internal document.
Product Manager
COE (Voice Operations)
The .Video & Voice Unit. serves as the .human interface. of this digital ecosystem, connecting customers through .Inbound, Outbound, Relationship Management and VKYC interactions. - ensuring engagement, trust, and personalized service across every touchpoint.
.Role Objective.
The .Head - Center of Excellence (CoE). will play a .strategic enablement and supporting role. in strengthening Kotak 811's customer engagement ecosystem.
This role focuses on improving .funnel efficiency, operational productivity,. and .customer experience. through .data-led insights, process excellence,. and .technology integration..
The incumbent will lead a .compact CoE team. and collaborate with business, product, and technology teams to enable each unit to achieve its KPIs.
.Key Responsibilities.
.Business Enablement & Performance Optimization.
. Support inbound, outbound, and VKYC units through data insights and process improvements.
. Develop frameworks to track and enhance funnel efficiency, conversions, and cost metrics.
. Drive automation, analytics, and digitization to improve productivity and reduce cost per acquisition/contact.
.Customer Experience & Quality Excellence.
. Strengthen Kotak 811's .Digital + Human Touch. proposition across voice and video channels.
. Monitor and improve .NPS. and service quality scores.
. Ensure .VKYC process compliance, accuracy,. and .TAT adherence..
.Collaboration & Stakeholder Management.
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. Partner with .Product, Tech, Marketing,. and .Operations. teams to align initiatives with business goals.
. Collaborate with analytics and vendor teams to design efficiency models.
. Present dashboards and insights to leadership on performance and improvement areas.
.Key Deliverables / KPIs.
Funnel efficiency & conversion improvement
Cost per acquisition/contact optimization
Customer satisfaction (NPS) uplift
VKYC compliance & TAT adherence
Unit-level productivity & profitability enhancement
.Candidate Profile.
. .Experience:. 10-15 years in .BFSI / Fintech / Digital Banking. with exposure to contact center operations, customer engagement, or process excellence.
. .Education:. MBA or equivalent (Marketing / Operations / Analytics preferred).
.Skills:.
. Strong analytical & problem-solving orientation
. Knowledge of CRM, dialer systems, speech analytics & dashboards
. Proven ability to drive data-led decision-making
. Excellent stakeholder management & communication skills
.Role Attributes.
. Collaborative & enabling leadership style
. Data-driven & execution-focused
This is an Internal document.
. Strategic thinker with operational depth
. Passionate about digital transformation & customer experience