CC-Escalation Manager-Regulatory Desk

Job Title

Escalation Manager – Escalated Complaint Cell – Payment Business

Business Unit

Payment Business

Reporting To

TL – Escalated Complaint Cell

Job Function and Role Type

Payment Business, Escalation Manager

Version No

2.0

Job Purpose

Handle escalated customer queries/complaints from MD/Senior Management/Regulatory bodies and provide resolutions within established guidelines. Liaise with functional units to ensure first-instance resolution and identify process gaps for improvement.

Key Responsibilities

Productivity

Ensure Productivity responsibilities are completed.

TAT

Ensure TAT responsibilities are completed.

Quality

Track daily closed/final responses.

Ensure monthly productivity levels are met.

Ensure resolution/response within defined TAT.

Send interim responses on the same day, if applicable.

Adhere to TAT for CAD/Exception approvals.

Understand and fulfill customer requirements.

Resolve queries to customer satisfaction.

Comply with internal processes and security guidelines.

FCR on Service-Related Complaints

Provide complete resolution at the first instance.

Analyze and reduce repeat interactions monthly.

Follow up on closed cases to ensure commitments are met.

Process Adherence

Minimize pending cases in Sprinklr through follow-up.

Resolve CRM cases within specific TAT.

Accurately capture customer interactions in the system.

Education:

Graduation.

Certifications:

None specified.

Key Competencies

Business writing, communication, coordination, positive attitude, computer literacy.

Major Stakeholders

Customers, Branch Banking Team, Operations, Products, Risk, Sales, Virtual Channel, RPMC.