Escalation Manager
IDFC FIRST Bank
Date: 20 hours ago
City: Thāne, Maharashtra
Contract type: Full time
Job Requirements
Job Title: Escalation Manager -Central EDD
Function/ Department: Financial Crime - EDD
Job Purpose
The Escalation Manager will manage escalations effectively, communicate with stakeholders, and implement solutions to mitigate recurring issues.
Roles & Responsibilities
Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc.) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)
Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience: 07 to 10 years of relevant experience.
Job Title: Escalation Manager -Central EDD
Function/ Department: Financial Crime - EDD
Job Purpose
The Escalation Manager will manage escalations effectively, communicate with stakeholders, and implement solutions to mitigate recurring issues.
Roles & Responsibilities
- Manage and resolve high-priority customer escalations by acting as the primary point of contact.
- Analyze escalation cases to identify root causes and develop action plans to prevent recurrence.
- Collaborate with cross-functional teams (e.g., customer support, Branch, Branch control team operations,) to ensure timely resolution of issues.
- Communicate escalation progress, resolution steps, and outcomes clearly and effectively to internal and external stakeholders.
- Maintain detailed documentation of escalation cases, including resolution steps, outcomes, and process improvements.
- Monitor trends in escalations to identify systemic issues and recommend process or product improvements.
- Establish and maintain escalation processes and workflows to improve response time and resolution quality.
- Provide training and guidance to EDD teams on escalation handling best practices.
- Prepare reports and metrics on escalation performance and present findings to senior management.
- Ensure compliance with company policies.
- Assist in audits, regulatory inspections, and compliance reporting as required.
- Laise with internal stakeholders serve as a point of escalation for complex cases and provide subject- matter expertise.
- Strong analytical and investigative skills with the ability to interpret complex data.
- Prepare regular management information reports on team system performance, trends, and risks.
- Address escalating complex issues to management when necessary.
- Monitor the effectiveness of central enhance due diligence systems and recommend improvements or adjustments.
- Represent the team in cross- departmental meetings, audits, and regulatory reviews.
Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc.) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)
Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience: 07 to 10 years of relevant experience.
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