Manager - Escalations

Role Overview And Core Responsibilities

Roles & Responsibilities

• Complaint resolution: Responsible for handling and end to end resolution of complaints received on Escalations Channels like RBI, Management, Nodal Officer, Online Grievance Portal etc
• Comprehend, analyze and action complaints received under various escalation channels as per defined process, timelines and quality
• Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction
• Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges
• Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction.
• Analyze repeat complains and do root cause analysis of escalation for improving the escalation procedures and ensuring compliance with the corporate and regional escalation policies
• Guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closures
• Follow-up with members and internal teams for timely resolution
• Timely response on escalation clarification processes and ensure FTR
• Work together with other team members for cross training and being a back-up to other team members.
• Collaborating with cross functional team in resolving complaints within defined timelines
• Ensure maintenance & management of records under escalation process.
• Guide the team for exceptional scenarios and ensure smooth functioning of all processes within escalations and grievance operations
• Responsible for overall monitoring of escalation process
• This job is assigned as On-Site Essential and requires in-person work at an assigned TU office location as a condition of employment.

Required Knowledge And Experiences

Experience and Skills

• Master's degree in Business Administration/ Operations or a related field.
• Minimum 5-6 years of relevant experience as a part of Grievance Redressal team in BFSI sector
• Candidate must be highly proficient in written communication, ability to handle irate customers, document reviews, complaint analysis and complex complaints
• Proven experience of meeting aggressive TATs with high quality resolution

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.