Escalation Manager

Job Requirements

Role/ 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.
  
  

Secondary Responsibilities

The Team Leader will oversee and manage a team for identifying, investigating, and reporting of suspicious financial activities and will also look forward for other relevant regulatory requirements. The role involves leading daily operations, enhancing systems, and collaborating with internal stakeholders to mitigate risks effectively.

Education Qualification

Graduation: Bachelor’s degree any relevant stream

Post-graduation: Any Stream

Experience: 07 to 10 years of relevant experience.