935 Escalation Management Jobs

The Credit Risk Officer provides full leadership and supervisory responsibility, overseeing the QC audit process, teams, and collaborating with the business. Applying in-depth disciplinary knowledge, you offer value-added perspectives, develop processes, procedures, and plans within the function. Strong communication and diplomacy skills are essential, alongside the ability to engage with multiple business functions. Your role includes ensuring quality, timeliness of audits, and accurate reporting, while monitoring overall quality to stay within risk appetite. Responsibilities include overseeing the audit function for High Net Worth, Ultra High Net Worth, and Portfolio lending, managing Risk and Controls, and maintaining quality expectations. You will integrate credit underwriting expertise for complex transactions with a solid understanding of industry standards, oversee complex audit reviews, and provide feedback to teams. Hosting meetings with senior management, attending cross-functional business meetings, analyzing data, providing root cause analysis, and generating accurate reports are key tasks. Additionally, you will interact with regulators, GSEs, and internal audit, attend Regulatory Meetings, and contribute to evaluating impacts. Effective communication, both written and verbal, across various organizational levels is crucial, along with a strong customer service ethic and team orientation. You will assess risk in business decisions with consideration for the firm's reputation, compliance with laws, rules, and regulations, ethical judgment, and reporting control issues transparently. Qualifications for this role include 10+ years of consumer Mortgage underwriting experience, extensive knowledge of the mortgage industry, exceptional skills in creating presentations and documents, high ethical standards, effective communication and listening skills, and the ability to work collaboratively across levels and functions within the organization. Strong organizational skills, attention to detail, data analysis capabilities, and the ability to adapt to a changing environment are also required. Education: - Bachelors/University degree or equivalent professional experience Skills: - Analytical Thinking - Constructive Debate - Escalation Management - Financial Analysis - Policy and Procedure - Policy and Regulation - Product Knowledge - Risk Controls and Monitors - Risk Identification and Assessment Other Relevant Skills: - Credible Challenge - Data Analysis - Laws and Regulations - Management Reporting - Referral and Escalation - Risk Remediation This is a full-time position in the Risk Management Job Family Group, specifically in the Credit Decisions Job Family.,

As a Service Engineer, you will be responsible for taking ownership of customer complaints, resolving system issues, and ensuring customer satisfaction. You will research, diagnose, and troubleshoot complaints, following standard procedures for escalation when necessary. By asking targeted questions, you will quickly identify the root cause of the problem and guide clients through appropriate actions via phone, email, or chat until a satisfactory solution is achieved. Upon receiving a complaint, you will acknowledge the customer, gather detailed information, and devise an action plan for resolution. It is essential to maintain proper documentation of all complaints, prioritize and manage multiple open cases simultaneously, and document technical knowledge in notes and manuals. In addition to technical duties, you will also be responsible for maintaining positive relationships with clients, exhibiting a friendly and professional demeanor. As part of the role, you may be required to undertake tasks assigned by management and be open to occasional travel. This position requires a Bachelor's degree in Electronics & Communication Engineering, preferably a B.Tech/B.E, with up to 1 year of relevant experience. The job is based in Ahmedabad and is a full-time opportunity. The role involves working in person, with a willingness to travel up to 25% of the time. This position currently has 7 openings and is open to male candidates.,

The Digital Solution Advisor (DSA) at HighRadius is an integral part of the front-end sales and account management team, collaborating closely with the Account Executive (AE) in engaging with prospects and customers on a daily basis. As a DSA, your main objective is to achieve sales quota targets and effectively guide deals through various sales stages towards closure, ensuring customer satisfaction, renewals, and minimizing churn. At HighRadius, we adhere to an End-to-End Sales and Customer Management Process, employing a Two-in-a-Box model where the DSA and Account Executive work together in all interactions with prospects and customers. This process involves several key stages, including initial connection and prospecting, understanding customer needs, demonstrating the value of HighRadius products, aligning with stakeholders, contract preparation, renewal, churn risk management, escalation handling, negotiation, and deal closure. Responsibilities: - Collaborate with the Account Executive to progress deals through the sales pipeline. - Engage with prospects and customers on a daily basis to ensure their needs are met. - Gather requirements and qualify customers through systematic business analysis. - Conduct product demonstrations targeting Finance department personnel at Fortune 1,000 companies. - Develop detailed Cost Benefit ROI and Business Case models. - Formulate strategies to outperform competitors and successfully close deals. - Focus on churn management to enhance customer satisfaction. - Analyze customer tickets and coordinate with relevant departments for prompt issue resolution. - Handle contract negotiations and renewals proactively to prevent churn. Requirements: - Previous experience in Sales, Business Development, Pre-Sales, Consulting, or Customer Success roles. - Proficiency in ERP software and/or cloud computing is advantageous. - Ideally, possess 3-10 years of relevant work experience. - An MBA and undergraduate degree from reputable institutions is a plus. - Experience in consultative sales with North American or European clients is beneficial. - Knowledge of Accounts Receivable processes is advantageous. Soft Skills: - Exceptional organizational skills and self-motivation. - Strong communication and presentation abilities. - Comfortable engaging with executives at Fortune 1,000 companies. - Team-oriented with the capability to work effectively in a distributed environment. - Demonstrates high integrity and credibility in all interactions. - Possesses a sharp intellect and commercial acumen. - Maintains a steadfast focus on achieving results and targets.,

The Executive - Service Help Desk (Communication) serves as the primary central point of contact and communication hub for all operational activities, incidents, and service requests within a 24/7 mission critical data center environment. You are responsible for ensuring timely, accurate, professional, and consistent information flow between internal operations teams, external clients, vendors, and management. Your role will play a crucial part in maintaining transparency and managing expectations during critical events and routine service delivery. You will act as the central communication point during all operational incidents such as power outages, cooling system failures, network disruptions, and security breaches. Your responsibilities include disseminating real-time incident updates, status reports, and resolution notifications to predefined internal stakeholders and external clients through various communication channels like email, SMS, and conference bridge calls. It is essential to ensure that all communications are clear, concise, accurate, and adhere to service level agreements for incident notification. Handling incoming service requests, logging, categorizing, and prioritizing them from clients and internal teams will be part of your routine. You will create and update incident and service request tickets accurately in the designated platform, assign tickets to the appropriate operational teams, monitor progress, follow up with resolution teams, and provide timely updates to stakeholders. Additionally, you will manage inbound and outbound communication with data center clients regarding service status, planned maintenance schedules, incident updates, and operational queries. Polite, professional, and accurate responses to client inquiries, along with managing client expectations regarding response and resolution times, are crucial aspects of your role. Furthermore, effective coordination with internal operations teams, acting as the first line of escalation for communication issues or delays, facilitating communication between shifts during handover, preparing comprehensive daily shift handover reports, and maintaining communication contact lists, escalation matrices, and standard operating procedures are part of your responsibilities. You should have 3-5 years of experience in a Service Help Desk, Call Center, Network Operations Center (NOC), or similar customer-facing communication role. Gleeds, the company you will be working for, is a global property and construction consultancy with over 150 years of expertise, operating in 28 countries worldwide. They drive innovation, sustainability, and value, delivering transformative projects that shape communities and redefine the built environment.,

The role of a Sourcing Professional Services professional at Chain IQ involves working as a Tactical Sourcer for the Professional Services Category, focusing on various sub-categories within Professional Services for high-value and complex deals. Your main responsibilities will include developing strong relationships with key client stakeholders, conducting spend and contract analysis, leading sourcing projects, negotiating deals with suppliers, and ensuring compliance with sourcing policies and ethical standards. You will be expected to collaborate effectively with clients and colleagues, define and implement category strategies, and deliver savings targets through efficient management of sourcing initiatives. Your expertise in drafting contracts, negotiations, competitive bidding, and benchmarking will be crucial in achieving optimal outcomes. Additionally, your ability to work independently as well as part of a team, along with your strong project management skills and attention to detail, will be essential for success in this role. To qualify for this position, you should have at least 10 years of experience in indirect procurement, with a minimum of 5 years specifically in the Professional Services category in an international corporate environment. A university degree in Business Administration, Finance, Economics, Supply Chain Management, or equivalent is required, and additional certifications in sourcing/procurement would be advantageous. Proficiency in sourcing operations, tactical buying processes, and market-leading sourcing tools/systems is desired, along with excellent written and verbal communication skills in English. Chain IQ offers a competitive benefits package and a supportive work environment for employees. If you are a results-driven professional with strong sourcing and contracting experience, problem-solving skills, and a customer-service orientation, we invite you to apply for this exciting opportunity in Mumbai or Pune based on your preference.,

The Operational Risk Intmd Analyst role is designed for a developing professional who deals with problems independently and has the latitude to solve complex issues. You are expected to integrate in-depth specialty area knowledge with a solid understanding of industry standards and practices. It is essential to have a good understanding of how your team and area integrate with others to achieve the objectives of the subfunction/job family. Your role will involve applying analytical thinking and utilizing data analysis tools and methodologies. Attention to detail is crucial when making judgments and recommendations based on factual information. You will often deal with variable issues that may have broader business impact. Professional judgment is required when interpreting data and results, and you should be able to break down information in a systematic and communicable manner. Developed communication and diplomacy skills are necessary for exchanging potentially complex/sensitive information. Your actions will have a moderate but direct impact through close contact with the businesses" core activities, and the quality and timeliness of service provided will affect the effectiveness of your own team and other closely related teams. Responsibilities: - Participate in applying operational risk policies, technology, tools, and governance processes to minimize losses from failed internal processes, inadequate controls, and emerging risks. - Contribute to risk assessments and drive actions to address root causes leading to operational risk losses. - Provide governance and oversight, including technology operational risk. - Execute the Managers Control Assessment (MCA) program in a timely manner. - Plan, test, and report on Operational Risk findings. - Test and monitor key controls for each product line and document results. - Liaise with business and line control officers on deficiencies or control gaps. - Ensure appropriate remedial actions are taken where deficiencies are identified. - Document, implement, and execute Corrective Action Plan (CAP) for managing control issues. - Perform additional duties as assigned. Qualifications: - 2-5 years of previous experience. - Excellent organizational skills, ability to prioritize, and adapt to change. - Demonstrated interpersonal skills with the ability to work collaboratively with people at all levels of the organization. - Clear and concise written and verbal communication skills. - Ability to work both collaboratively and independently within a complex organization. - Proficiency in MS Office applications (Excel, Word, PowerPoint). - Project management skills and MCA knowledge. Education: - Bachelors/University degree or equivalent experience. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, review Accessibility at Citi. View Citi's EEO Policy Statement and the Know Your Rights poster.,

The Model/Analysis/Validation Analyst II position at our organization is a developing professional role where you will be focusing on applying specialized knowledge to monitor, assess, analyze, and evaluate processes and data related to risk management. Your responsibilities will include identifying process gaps, adhering to operating procedures, interpreting data to make recommendations, researching information, identifying inconsistencies, and performing root cause analysis when required. As an analyst, you are expected to integrate established disciplinary knowledge within a specialty area with a basic understanding of related industry practices. It is crucial to have a good understanding of how the team interacts with other stakeholders to achieve the objectives of the area and to develop a working knowledge of industry practices and standards. Your role will have a limited but direct impact on the business through the quality of tasks and services provided, primarily within your own team. You will be responsible for developing, enhancing, and validating methods for measuring and analyzing risk across all risk types, including market, credit, and operational risk. Additionally, you will develop, validate, and strategize the uses of scoring models and related policies. Leading projects related to the development, programming, integration, testing, and validation of models will also be part of your responsibilities. You will provide analytical support for analysis and benchmarking activities, prepare business-as-usual (BAU) and ad-hoc reports according to the Risk Management Team's priorities and requirements, and run integrity checks on reports. It is essential to participate in projects for the continuous improvement of risk analytics, modeling, and validation systems, as well as work on the continuous improvement of the reporting system and optimization of Credit MIS Reports. You will be expected to assess risk appropriately when making business decisions, demonstrate consideration for the firm's reputation, and safeguard Citigroup, its clients, and assets. Ensuring compliance with applicable laws, rules, and regulations, adhering to policies, applying sound ethical judgment, and escalating, managing, and reporting control issues with transparency are crucial aspects of the role. To excel in this position, you should have programming skills in languages such as SAS, SQL, and/or Python, with working knowledge of tools like VBA being preferable. Basic knowledge of secured/unsecured banking products and US banking regulations is required, along with strong communication skills (oral and written) for seamless propagation of information to both technical and non-technical audiences. Proven analytical skills, proficiency in Microsoft Office, and at least 1+ years of experience in model implementation/validation/development are preferred. A minimum of 2+ years of industry experience is also required. As part of the Risk Management team, you will contribute to various projects and initiatives aimed at enhancing risk analytics, modeling, and validation systems. Your role will play a significant part in ensuring the organization's compliance with regulations and the protection of its assets and reputation. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please review Accessibility at Citi.,

As an Expert Support Specialist, you will be responsible for managing complex customer support cases from initiation through resolution. Your role will involve providing expert guidance on product features, functionality, and best practices to ensure customer satisfaction. You will collaborate with escalation and technical teams to resolve high-priority issues in a timely manner. A key aspect of your job will be to document case histories, resolutions, and update the internal knowledge base for future reference. By analyzing support metrics such as case volume, resolution time, and customer satisfaction scores, you will identify trends and areas for improvement. Conducting root-cause analysis and driving continuous process improvements will be essential to enhance support operations. In addition to handling support cases, you will also be responsible for delivering training and coaching to Support Associates on handling complex scenarios. You will escalate systemic issues to Product and Engineering teams, track follow-ups, and ensure seamless collaboration with Sales, Customer Success, and Legal teams to provide a holistic customer experience. Furthermore, your role will involve participating in product feedback loops and beta testing to enhance support offerings and contribute to the overall improvement of the support services. This position requires full-time availability and is open to both experienced professionals and freshers. If you are passionate about providing exceptional customer support, analyzing data to drive improvements, and collaborating with cross-functional teams to deliver a seamless customer experience, we encourage you to apply for this position at btwgroup.co/careers. The work location for this role is in person. Join our team as an Expert Support Specialist and make a meaningful impact by ensuring customer satisfaction and driving continuous improvement in our support operations.,

As a Customer Support Executive, your primary responsibility will be to respond to customer inquiries through various channels such as email, live chat, and messaging platforms promptly and professionally. You will be expected to provide accurate information about our products, services, policies, and procedures to assist customers effectively. Handling customer complaints with empathy and efficiency will be a crucial part of your role, with the goal of achieving first-contact resolution whenever possible. In cases where issues are more complex, you will need to escalate them to the appropriate teams while ensuring that you maintain ownership until a resolution is reached. Maintaining a consistently high level of customer satisfaction through clear and effective communication will be essential. You will be required to document all customer interactions meticulously and keep detailed records using CRM tools like Zendesk, Freshdesk, HubSpot, etc. Collaboration with internal departments such as sales, operations, and tech teams will be necessary to address and resolve customer concerns effectively. Additionally, your input in developing FAQs, canned responses, and help center content will be valuable in enhancing the overall customer support experience. This role is available in both full-time and part-time capacities, with the work location being in person.,

Location : Marathahalli, Bangalore Job Type : Full-time (6 days working; weekly off on Sundays) Designation : Account Executive About The Role Were looking for an experienced Account Executive to be based at our clients office in Marathahalli. This role will work directly with insurance partners to ensure seamless daily operations, proactively manage escalations, and support the onboarding of new insurers. The ideal candidate should be detail-oriented, comfortable coordinating across teams, skilled at working with data, and most importantly able to take complete ownership and accountability for operational processes and outcomes. Key Responsibilities Ensure smooth day-to-day operations with insurer partners, tracking and closing tasks promptly Act as the primary point of contact for insurers, addressing queries and concerns professionally and quickly Take full accountability for daily processes, driving operational efficiency and accuracy Identify and resolve escalations in collaboration with internal teams to maintain high service levels Coordinate and execute the onboarding process for new insurers, ensuring process compliance and documentation readiness Analyze operational data to identify trends, forecast volumes, and recommend improvements Collaborate closely with internal teams (operations, tech, finance, etc.) to align efforts and enhance processes Requirements Prior experience as an Account Executive or in an operational role working with insurers (mandatory) Strong communication and relationship management skills Detail-oriented and highly organized, with the ability to multitask and prioritize effectively Ability to analyze data and use insights to drive operational decisions Proactive, accountable, and committed to delivering operational excellence Skills: sales,communication,market trend analysis,operational efficiency,problem solving,relationship management,data analysis,key account development,escalation management,escalation handling,operations execution,crm software,microsoft office suite,account management Show more Show less

As a Team Leader for the Customer Excellence team at Avalara, you will play a vital role in overseeing a team of specialists dedicated to providing world-class service delivery and ensuring customer satisfaction. Your leadership will drive process improvements and foster a culture of collaboration, ownership, and accountability within the team. You will be responsible for handling critical situations, guiding your team through complex problem-solving scenarios, and creating an environment that prioritizes customer satisfaction through strategic planning and execution. This is a night shift operation job based in Pune office, where you will work diligently to support leadership in driving projects, productivity, and collaboration with the ultimate goal of enhancing the overall customer experience. You will cultivate a collaborative team culture that emphasizes continuous learning, development, and mutual support, while implementing strategies aligned with the organization's customer service goals to deliver exceptional experiences. Your role will involve ensuring timely resolution of customer queries and issues, acting as the point of escalation for complex customer complaints, and identifying opportunities for process optimization to enhance service delivery and operational efficiency. Collaboration with cross-functional teams such as Sales, Product, and Operations will be essential to streamline workflows and drive improvements in the customer experience journey. As a customer advocate within the company, you will prioritize customer interests in decision-making processes and build strong relationships with internal stakeholders to ensure that customer feedback is shared and acted upon across departments. Your technical expertise in product development, integration, and feature utilization will be crucial in troubleshooting complex technical issues and providing effective solutions to global clients. To excel in this role, you should have a Bachelor's degree in Computer Science, Information Technology, or a related field, along with over 12 years of experience in a technical field focusing on customer support or technical consultancy in SaaS-based environments. Proficiency in CRM systems and reporting tools like Salesforce or Zendesk, as well as a passion for driving customer-centric initiatives and continuous improvement, will be beneficial. Preferred qualifications include demonstrated leadership abilities during periods of change, knowledge of Avalara's ecosystem, and familiarity with Compliance, Sales Tax, and VAT. Overall, your ability to work independently and as part of a team in a fast-paced, dynamic environment, along with excellent problem-solving, communication, and interpersonal skills, will be instrumental in ensuring service excellence and customer satisfaction in this role.,

The Associate Manager - Customer Success will be responsible for managing CSA Teams in CoE, CSA team performance, prioritizing leadership requirements and activities, and overseeing the Customer Success team in India. You will proactively engage with customers to ensure they realize value from products and solutions, leading to revenue retention and new revenue opportunities. Ideal candidates can identify needs, communicate effectively, and exceed client expectations, combining visionary and analytical skills. Work timings and location: Eastern shift timings, from 5:00 PM to 2:30 AM IST. Work from the office located in Hyderabad. Responsibilities: - Work closely with Customer Success functional leadership to drive prospecting strategies, AT RISK Management, and Renewal Management. - Coach & Mentor teams to perform their duties effectively. - Lead and Manage Customer Success teams, providing guidance & mentorship. - Develop & implement strategic plans for Customer Success aligned with overall business objectives. - Identify process improvements to enhance efficiency. - Act as a strong advocate for customers, addressing their needs & concerns effectively. - Monitor team performance and take corrective actions. - Implement career development and growth opportunities for team members. - Hire Talent as per requirements & groom them for success. Goals: - Retained Revenue. - 95% Case Resolution within 30 days. - Improve First Contact Resolution time. - Adherence & Measurement of internal SLA and Quality Audit. - Maintain attrition below 15%. - Accurate forecast within 5% of the GRR, RRR for each quarter. - Work towards renewals and achieve or exceed the plan of 92.5% GRR and 96% ARR. Requirements: - Bachelor's Degree, preferably in business or a related field. - 10-13 years of industry experience, including 7+ years in Customer Success, Account Management, and Renewals. - Proven experience managing Customer Success teams of approximately 10 members directly. - 5+ years of experience in managerial roles. - Experience working in large-scale organizations with diverse teams and processes. - Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills. - High attention to detail with working knowledge of reporting and analytics solutions. - Strong knowledge and experience in CSA (Customer Success Associate) activities. - High level of agility and ability to manage change effectively. - Demonstrable ability to communicate, present, and influence credibly and effectively at all organizational levels, including executive stakeholders. - Experience improving customer experience, driving increased retention and growth. - Proven track record of managing and leading Customer Success teams with global clients. - Expertise in team building, coaching, and talent development within Customer Success. - Strong leadership and team management skills. - Experience managing large volumes of uncovered or low-touch customers is desirable. - Proficiency with Salesforce: The Customer Company or experience with any CRM tool. - Experience working in a software company, particularly in renewals, retention, or customer success departments. - Hands-on experience in resolution and escalation management. Qualifications: - Bachelor's Degree, preferably in business or a related field. - 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals. - Proven experience managing Customer Success teams of approximately 10 members directly. - 5+ years of experience in managerial roles. - Experience working in large-scale organizations with diverse teams and processes. - Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.,

The Security Professional role is a crucial position within our organization, with Job Req ID 42541 and based out of our office at 12 Bannerghatta Road, Bengaluru, India. As part of the Customer Service function in the Business Unit, you will play a vital role in ensuring the security and integrity of our network infrastructure. Your primary responsibility will be to support the delivery of engineering activities that meet client technical requirements and enable both clients and the enterprise to achieve their operational and business goals. This includes system design, testing, maintenance, and support of all network infrastructure components. You will also assist in implementing enhanced network technology that aligns with customers" strategic direction for enterprise and remote site connectivity. In this role, you will be expected to follow global network infrastructure standards, including wireless, LAN, and SD-WAN networks. You will support the installation, testing, and setup of new network hardware, both physical and virtual, and ensure the currency and supportability of networking technology. Additionally, you will play a key role in technology lifecycle planning by collating data and reports to contribute to the development of technology roadmaps and Network Health Assessments. You will also be responsible for documenting material and data for knowledge transfer and training purposes. Your skills should include troubleshooting, customer service, escalation management, continuous improvement, health & safety, network delivery, network security, network testing, network configuration, technical documentation, network integration, network implementation, requirements management, incident management, event planning, decision making, growth mindset, and inclusive leadership. As a Security Professional, you are expected to embody our leadership standards. This includes leading inclusively and safely, owning outcomes, delivering for the customer, being commercially savvy, having a growth mindset, and building for the future. Your role is integral to the success of our organization, and we look forward to your contributions in ensuring the security and efficiency of our network infrastructure.,

The Operations Specialist at Rippling will play a crucial role in supporting the EDI operations of the Benefits platform. You will be responsible for configuring, debugging, and maintaining client-level configurations, as well as resolving errors from various insurance carriers. Your role will involve extensive engagement with insurance carriers, clients, and internal departments, making a significant impact on the success of Rippling's Benefits platform. Key Responsibilities: - Manage end-to-end setup of new EDI implementations, including 834 files, LDEX, and carriers" proprietary files. - Provide post-production support for the client base, involving requirements gathering, file mapping, testing, error report handling, and discrepancy resolution. - Serve as the primary point of contact for insurance carriers, customers, and brokers to address EDI transaction issues. - Identify process gaps and opportunities for improvement. - Resolve complex data discrepancies with carriers and vendors. - Monitor productivity metrics and ensure compliance with SLAs. - Contribute to special operational projects and support EDI connections post-production. Qualifications: - Minimum of 4 years of experience in EDI file transmissions, specifically 834 files, LDEX, and proprietary files, and enrollment/member eligibility management. - Excellent communication skills, both written and verbal. - Strong project management, organizational, and escalation management skills. - Client service-oriented mindset with attention to detail and problem-solving abilities. - Ability to multitask, prioritize effectively, and conduct thorough research and process development. This role at Rippling offers a hybrid work model, requiring three days per week in the Bangalore office with flexibility for occasional late meetings. If you are looking to leverage your EDI expertise and contribute to the success of a dynamic Benefits platform, we encourage you to apply.,

The ideal candidate for this role should have a deep understanding of the process area and be able to apply this knowledge to address operational challenges effectively. You must possess the ability to spot inconsistencies and suggest optimal solutions through a logical and systematic approach. Being receptive to feedback and ideas from team members is crucial, along with the ability to lead, supervise, and motivate groups towards achieving company objectives. The successful candidate will display self-motivation, proactiveness, and a commitment to meeting the needs of both internal and external customers. Achieving customer satisfaction will involve conducting process audits, implementing best practices, process enhancements, and leveraging available frameworks and tools. Articulating goals and ideas clearly and succinctly, whether verbally or in written form, to clients, colleagues, subordinates, and supervisors is essential. Roles & Responsibilities: - Possess experience in manual brokerage or electronic brokerage platforms like Atlantis, GMI, etc. - Ability to escalate issues to clients and internal managers promptly - Independently manage clients and client calls to establish a strong partnership - Contribute to knowledge management by sharing process insights and best practices within the teams - Thorough understanding of the clients" business and associated entities to monitor activities for any irregular transactions Functional & Technical Skills: - Bachelor's Degree in B. Com/BBM or Master's Degree in M.Com/MBA/PGDM - 3 to 5 years of experience in leading a team of at least 20 members, with expertise in manual brokerage or electronic brokerage platforms such as Atlantis, GMI, etc. - Overall experience ranging from 6 to 10 years, demonstrating proficiency in the specified areas.,

Role Summary: We are looking for a dynamic and result-oriented Team Leader to manage a team of customer service executives handling international Non voice process. The ideal candidate will be responsible for achieving performance targets, managing team productivity, and maintaining high-quality standards in line with client and organizational expectations. Key Responsibilities: • Lead, mentor, and manage a team of Non voice agents handling customer queries for international clients. • Monitor and drive daily team performance to meet SLA/KPI metrics such as AHT, CSAT, FCR, and Quality. • Handle escalations effectively and ensure timely resolution to enhance customer experience. • Conduct daily team huddles, refreshers, and floor support to improve team performance and morale. • Generate and analyze performance reports (daily/weekly/monthly) and share insights with stakeholders. • Drive team engagement and motivation through recognition, feedback, and developmental coaching. • Coordinate with Quality and Training teams for process updates and skill enhancement. • Identify process gaps and suggest improvements to enhance efficiency and customer satisfaction. • Ensure adherence to compliance, data privacy, and information security standards. Key Skills & Competencies: • Strong communication and interpersonal skills • Experience in handling international customer service or tech support • Good knowledge of performance management tools and coaching techniques • Hands-on experience with CRM tools, call center dialers, and reporting dashboards • Analytical thinking and problem-solving ability • Team motivation and people management • Ability to work under pressure and in a target-driven environment Preferred Qualifications: • Graduate in any stream • Minimum 1 to 3 year experience as Team Leader in International Non Voice Process • BPO/KPO background preferred • Knowledge of basic Excel and reporting tools

Key Responsibilities: Develop and improve metrics, business rules, and processes in line with BFSI regulations. Ensure timely, accurate reporting to support efficient operations. Lead and manage team performance, training, and career planning. Drive tele-sales performance and achieve targets. Manage daily workload, resource coordination, and escalation handling. Implement quality and process improvements. Communicate effectively with clients and internal teams. Monitor agent performance and ensure adherence to procedures. Support senior management with planning and process enhancements. Desired Skills: Strong collections process & product knowledge BFSI industry experience (mandatory) Data analysis and problem-solving abilities Excellent communication & presentation skills Ability to perform under pressure Flexible with shifts and split week-offs Education: Graduate or undergraduate.

Capgemini is seeking a director level executive to primarily deliver the Transition Lead role. Primary Skills The ideal candidate will have 20+ years of experience in Business Process Transitions, with a proven track record of project management excellence and demonstrated contributions to P&L growth through sales and project execution. A bachelors degree is required, with an MBA strongly preferred. Key Responsibilities: Portfolio LeadershipLead and manage a diverse portfolio of transition programs, including but not limited to: Transformation-led transitions Lift-and-shift transitions Incumbent vendor transitions Staff augmentation initiatives Build-Transfer-Operate (BTO) models Transition as a Service (TaaS) All transitions will be executed within a structured project management framework. Collaborate with Transformation teams to develop implementation plans and timelines for initiatives arising from Global design alignment and Impact Assessment workshops, ensuring Day 1 transformation initiatives are executed seamlessly. Program GovernanceEstablish and maintain robust program governance structures at strategic, operational, and tactical levels, ensuring compliance with methodologies and tollgates. Transition ExcellenceDeliver high-quality transition programs within defined parameters of time, cost, and quality, while proactively managing risks and resolving issues. Knowledge Transfer & Ramp-upDemonstrate a solid understanding of business processes within scope and expertise in Knowledge Transfer (KT) and ramp-up methodologies. Status Reporting & Escalation ManagementProvide comprehensive transition status reporting and manage escalations to ensure seamless execution and stakeholder alignment. Multi-Country and Multi-Tower RolloutsManage complex, large-scale transitions across multiple countries and business towers, involving significant scope, FTEs, and parallel transformation opportunities. Secondary Skills Program & Project Management ExpertiseDemonstrated ability to lead complex programs and projects with industry specialization in at least one domain. Transition & Transformation LeadershipIndependent Proven experience managing large-scale transitions, including those involving transformation and standardization, with 200+ FTEs or more. Business Process ExpertiseStrong understanding of business process solutions with extensive experience in transition design and execution. Leadership & Talent DevelopmentExceptional leadership skills with the ability to mentor, develop, and lead high-performing teams. Risk Management & Problem-SolvingProficient in proactive risk management and issue resolution, ensuring successful project outcomes.

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role. About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Job Role Responsibilities: Lead a team of HR Operations Associates , handling global employee and manager queries. Act as a case manager , assigning cases and overseeing queues to ensure timely and accurate resolution of inquiries within defined SLAs and quality standards . Serve as an escalation point for complex or sensitive HR queries, coordinating with Centers of Excellence (COEs) and regional HR teams for appropriate resolution. Collaborate with regional HR teams and COEs to continuously improve processes and employee experience . Monitor workload distribution and optimize resource allocation across shifts and regions. Review and analyze team operational efficiency and productivity metrics , with a close view on operational statistics . Support training , knowledge sharing , and upskilling of team members on HR policies , tools , and systems . Contribute to continuous improvement projects , with a focus on process standardization , efficiency , and scalability . Work with Excel and perform data analysis to identify trends , gaps , and implement improvements to service delivery. Guide the team and ensure high-quality operational statistics . Keep SOPs and relevant content updated . Act as the primary contact for employees and managers across all regions, addressing a wide range of HR-related queries (policy, transactional, data & records, etc.). Use case management tools to provide support, research, and problem resolution with accuracy , empathy , and professionalism . Work on problems of moderate scope , requiring analysis of various factors. Exercise judgment within defined procedures and practices to determine appropriate action. Provide reporting support and deliver operational support for region-specific or locally required HR activities. Ensure timely and accurate resolution of HR requests while maintaining compliance with internal policies and local labor laws. Stay updated on global and regional HR compliance requirements. Support global HR initiatives and process improvement projects focused on scalability and user experience.

Role- Operations Manager Experience:- Min 10 Years in International Voice Process (Customer Support) Min 3 Years as Operations Manager on Papers Any Graduate WFO UK Shift Notice-0-30 Days 5Days working / 2 Days rotational off Contact- 8107866214-Riya

We are seeking an experienced Team Lead - OTC Order Management to join KVC Consultants Ltd. In this critical leadership role, you will be responsible for overseeing the entire order-to-cash (OTC) lifecycle, managing a team of O2C specialists and SMEs, and ensuring optimal team performance. You will play a key role in process ownership, mentorship, escalation management, and stakeholder collaboration to ensure efficient and accurate order fulfillment. Roles and Responsibilities: Team Leadership & Management: Lead and manage a team of O2C specialists and SMEs (Subject Matter Experts), ensuring alignment with organizational goals and optimal team performance. Process Ownership: Oversee the entire order lifecycle, including order processing, customer query resolution, deal progression, invoicing, and escalations. Ensure processes are handled efficiently and accurately. Mentorship & Development: Coach and mentor team members, providing continuous feedback, performance assessments, and opportunities for skill development. Escalation Management: Handle escalated issues, ensuring they are resolved effectively and with minimal impact on operations and customer satisfaction. Stakeholder Collaboration: Work closely with cross-functional teams, including sales, finance, and logistics, to ensure smooth order fulfillment and alignment on process improvements. Skills Requirement: Proven experience in Order-to-Cash (O2C) processes. Demonstrated team leadership and management capabilities. Strong understanding of the entire order lifecycle, from processing to invoicing. Excellent mentorship and coaching skills for team development. Proficiency in handling and resolving escalated issues. Strong collaboration and communication skills for working with cross-functional teams. Ability to ensure efficient and accurate process execution. QUALIFICATION: Bachelor's degree in Business Administration, Supply Chain Management, Finance, or a related field, or equivalent practical experience.

Role & responsibilities Floor Management Day to day operations management Customer Handling & Customer Service Coordination within department & different center-if required Coordination with Call Center Team Coordination with different types of center Time Management Escalation/Complaint Handling NPS Score Management Roaster Management Appointment Confirmation Calling & Management Front Office Management Doctors Coordination & Management Up selling & Cross Selling Team Management & Grooming Case Study Preparation Measures to prevent escalations & complaint Preferred candidate profile Graduate/Post Graduate Preferably from Hospital/Diagnostics who has Customer Service & Team Handling knowledge for more than 5 yrs & above Good Communication Skills Decision Making Skills

Role & Responsibilities Customer Interaction & Escalation Management: Attend escalations and ensure quick resolution. Interact with customers for feedback on GIB products, services, and responsiveness of officers. People Management: Evaluate productivity of all officers/team members on predefined parameters. Provide feedback on productivity and quality. Drive reward and recognition programs to motivate the team. Regularly train team on processes, products, and soft skills. Highlight top and bottom performers through MIS reports. Guide the team on exception scenarios. Ensure adherence to bank PERSONALITY guidelines. Liaise with internal stakeholders (NRI product team, NOC, NRI Program Team) for queries and escalations. Distribute leads regularly among team members. Monitor daily account numbers and funding values. Keep senior management informed about team performance. Train team members on new products, processes, and services. Targets: Achieve business targets for active accounts, CASA + FD book growth, and cross-selling of products. Meet quality targets based on quality scores and customer feedback. Stakeholder Management & Compliance: Liaise with stakeholders on customer queries. Participate in audits, compliance checks, product reviews, and management reviews.

Genpact is a global professional services and solutions firm dedicated to delivering outcomes that shape the future. With over 125,000 employees spread across 30+ countries, we are driven by curiosity, entrepreneurial agility, and the desire to create lasting value for our clients. Our purpose is to pursue a world that works better for people, serving and transforming leading enterprises, including the Fortune Global 500, through our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. We are currently seeking applications for the role of Assistant Vice President Wealth Operations. As the Assistant Vice President, you will play a crucial role in providing strategic direction and leadership for the Capital Markets and Wealth Management operations, ensuring alignment with the overall business objectives. Your responsibilities will include collaborating with executive leadership to develop and execute plans for optimizing wealth operations efficiency. You will articulate and tailor the value proposition based on client needs and Genpact's differentiation. Leveraging your in-depth knowledge of capital markets, you will drive innovative solutions and identify opportunities for business growth. Staying abreast of market trends, regulatory changes, and emerging technologies affecting the industry will be essential. Furthermore, you will lead and mentor a high-performing team, fostering a culture of collaboration, accountability, and continuous improvement. You will harness digital tools and technologies to enhance trade operations, driving transformation by implementing automation and data analytics solutions. Collaboration for new deal processes, including solutioning, pricing, due diligence, transition, and stabilization, will be a key aspect of your role. Additionally, you will drive digital transformation initiatives within the wealth operations domain and serve as a senior partner concern point for resolving customer and internal issues. The qualifications we seek in you include proven experience in a leadership role within wealth management operations, a strong understanding of investment products and financial instruments, exposure to Global Plus Wealth Management Application, and a Bachelor's degree in finance, business administration, or a related field. You should have experience with areas of Wealth Operations such as Reconciliation, Global Trades, Domestic Trades, Asset Servicing, Asset Transition, and Statement Processing. Moreover, familiarity with financial regulations and compliance requirements relevant to wealth management operations, diverse investment strategies, wealth planning concepts, and implementing compliance frameworks within wealth management processes will be crucial. If you are a dynamic professional with the required qualifications and skills, we invite you to join us in shaping the future of wealth operations at Genpact. Job Details: - Designation: Assistant Vice President - Primary Location: India-Pune - Education Level: Bachelor's / Graduation / Equivalent - Job Posting Date: Sep 26, 2024, 8:27:15 AM - Unposting Date: Oct 26, 2024, 1:29:00 PM - Job Category: Full Time - Master Skills List: Operations,