946 Escalation Management Jobs - Page 10

As an experienced and proactive Ship Spare Parts Logistics Operations Manager, you will be responsible for setting up, leading, and managing the operations team in Mumbai. Your role is crucial in ensuring smooth logistics execution, exceptional customer service, and fostering a high-performing team culture. You will oversee team building, training, process improvement, and act as the primary escalation point for key customers in the region. You will lead and develop a team of Operations Executives, providing coaching, guidance, and performance feedback to ensure service excellence. Additionally, you will design and implement onboarding and training programs for both new and existing staff members. As the senior escalation contact for customers in India, you will ensure timely resolution of service issues, train the team on communication best practices, and promote a culture of proactive customer engagement. Your responsibilities will also include overseeing the operational process from shipment bookings to delivery, ensuring compliance with global SOPs and customer-specific requirements, and monitoring process efficiency and accuracy. You will collaborate with global offices, provide regular reporting on team performance and operational KPIs, and participate in continuous improvement projects. To qualify for this role, you should hold a Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field, along with 6-10 years of logistics/freight forwarding experience, including at least 2-3 years in a managerial or supervisory capacity. Strong knowledge of international shipping, air and sea freight, and customs procedures is essential, as well as excellent leadership, communication, and organizational skills. Proficiency in logistics software and the Microsoft Office Suite is required, and previous experience in marine logistics is advantageous. In return, we offer you a leadership position in a globally recognized logistics company, the opportunity to build and shape a new team and operational setup in India, international exposure, cross-functional collaboration, and career development in a dynamic and fast-paced industry.,

As a Consultant Helpdesk at our Pune location, with 1-6 years of experience, you will play a crucial role in providing technical support and assistance to users. Your primary responsibilities will include serving as the initial point of contact for users facing hardware, software, and network-related issues, performing basic troubleshooting, documenting user interactions, and escalating complex problems to higher-level support teams when necessary. Your key responsibilities will include identifying and resolving technical difficulties faced by users, troubleshooting common problems like password resets and connectivity issues, accurately documenting user interactions in the ticketing system, and escalating complex issues to the appropriate support team. Additionally, you will be expected to provide excellent customer service by effectively communicating with users and empathetically addressing their concerns. As part of the Helpdesk L1.5 team, you will also be responsible for handling escalated issues that require advanced troubleshooting skills, utilizing specialized knowledge to resolve complex technical problems, collaborating with other IT teams for issue resolution, contributing to process improvement initiatives, and assisting in training L1 staff on new technologies and troubleshooting techniques. We are looking for candidates with a degree in information technology or a related field, along with previous experience in a helpdesk or technical support role. Strong communication, problem-solving, and organizational skills are essential for this role, and familiarity with ticketing systems and remote support tools would be advantageous. If you are an immediate joiner with excellent communication skills and the ability to provide top-notch technical support, we encourage you to share your resume with us at nsenthil.kumar@genpact.com with the subject "Technical Associate Helpdesk" and your notice period.,

As a member of the USPB Risk team, your primary responsibility will be to develop CCAR/CECL models for unsecured portfolios such as credit cards and installment loans. This includes obtaining and conducting QA/QC on all necessary data, developing segment and/or account level stress loss models, performing required tests like sensitivity and back-testing, and validating/recalibrating models annually with the latest data. Additionally, you will be tasked with delivering thorough model documentation and collaborating closely with cross-functional teams, regulatory agencies, and business stakeholders. To qualify for this role, you should possess an Advanced Degree in Statistics, Applied Mathematics, Operations Research, Economics, MBA (Finance), or a related quantitative discipline. You should have at least 5 years of experience in quantitative analysis, statistical modeling, loss forecasting, loan loss reserve modeling, and econometric modeling of consumer credit risk stress losses. Experience with unsecured products is considered advantageous. Proficiency in SAS, SQL, Oracle, Unix, Microsoft Word, Excel, and PowerPoint is required, along with the ability to communicate technical information effectively to both technical and non-technical audiences. This is a full-time position that falls under the Risk Management job family group, specifically within Risk Analytics, Modeling, and Validation. As an individual contributor, you will be expected to demonstrate skills such as analytical thinking, business acumen, data analysis, risk identification and assessment, and statistics. For additional skills and qualifications, please refer to the provided job description or contact the recruiter directly. If you require a reasonable accommodation due to a disability to access our search tools or apply for a career opportunity, please review the Accessibility at Citi information. You can also refer to Citi's EEO Policy Statement and the Know Your Rights poster for further details.,

As the Director for the Data Transfer Office at Citi, you will play a vital role in supporting the execution of the enterprise data transfer and data use compliance framework. Reporting directly to the Head of Transfer Office within IMPaCT, you will be responsible for defining and implementing scalable and efficient processes to manage end-to-end clearance activities in compliance with data privacy, bank secrecy, data localization, and outsourcing requirements across 95 countries. This role requires a unique blend of expertise in technology, risk, and controls in financial services, including AI usage and governance integration. You will lead high-performing teams, drive cross-functional coordination, and collaborate closely with country compliance, legal, businesses, and technology heads to strengthen Citi's global data transfer framework and its governance. Your key responsibilities will include leading and managing the execution of the cross-border data transfer lifecycle, ensuring compliance with privacy, data outsourcing, localization, and sovereignty requirements. You will design and optimize regulatory processes, embed legal and control requirements into simplified, reusable, and scalable workflows, and conduct process maturity assessments aligned with enterprise data policy. As a strategic thought partner to senior stakeholders in risk, compliance, technology, and business, you will oversee data transfer governance and serve as an escalation point for complex cases requiring legal interpretation. Additionally, you will build and lead a high-performing team of governance professionals, drive simplification efforts, lead transformation initiatives, and implement tools and case studies for responsible data use in AI processes. To be successful in this role, you should have at least 15 years of experience in privacy, data outsourcing, cross-border transfer governance, and regulatory compliance within large global institutions. You must demonstrate proven leadership in simplification programs, consulting roles, stakeholder alignment, and process optimization. Strong product management credentials, expertise in program delivery, stakeholder management, and data-driven decision-making are essential. Deep understanding of global privacy laws, data residency requirements, and third-party data transfer frameworks is required. You should also have experience in regulatory interaction, audit engagement, process transformation, and leading high-performing teams across geographies. The ideal candidate for this position is a strategic simplifier and technical executor with domain expertise in privacy and data outsourcing. They should have the ability to transform regulatory operations at scale, thrive in complex global environments, and influence senior stakeholders effectively. If you are skilled in operationalizing strategy into streamlined solutions, challenging complexity, and driving change with urgency and precision, we encourage you to apply. This job description offers a high-level overview of the responsibilities associated with the role. Other job-related duties may be assigned as necessary.,

You will be responsible for handling Private Equity, Real Estate, and Hedge Fund Operations, specifically focusing on Fund and Financial Accounting tasks such as Bookkeeping, Journal Posting, and Financial Statements preparation. Your duties will also include Management Fee, Carried Interest, and Expense calculations, as well as Capital Calls preparation, Cash Reconciliation, and Valuation of Portfolio Investments. Your main objective will be to accurately prepare and submit Fund and Investor Reports within the agreed Service Level Agreement (SLA), ensuring timely delivery of error-free services. You will work on partnership accounting applications and actively participate in process improvement initiatives to enhance operational efficiency. In addition to possessing a strong understanding of Financial Accounting and Capital Markets, you should have hands-on experience with Private Equity, Real Estate, and Hedge Funds systems. Familiarity with Fund processes such as Accounting, Investor Reporting, Capital Calls, Distribution, and Financial Statements is essential. You are required to have advanced knowledge of MS Office tools, excellent written and verbal communication skills, good analytical and problem-solving abilities, and a proactive and positive attitude. Your teamwork skills, customer-facing capabilities, and rapport-building skills with clients will be crucial. You should also be able to escalate issues promptly for quick resolution and demonstrate good phone and email etiquettes.,

We are looking for a Team Supervisor to join our team in Client Onboarding and Regulatory Services (CORDS) to contribute to strategic initiatives within Client Reference Data. As part of the Operations division, you will collaborate with business units to support financial transactions, implement controls, and enhance client relationships. This role is a team supervisor position at the Director level within the Core Services team. At Morgan Stanley, a global leader in financial services since 1935, we are dedicated to evolving and innovating to better serve our clients and communities in over 40 countries worldwide. **Responsibilities:** - Authorize settlement instructions updated in Agent Bank and SIREN. - Complete Firm instruction updates - Authorize confirmation updates in Flexcon (FC3) - Ensure quality checks for the creation and maintenance of client accounts - Manage risk through daily reviews of priority clients, benchmark adherence, and Service Level Agreements - Escalate potential issues to the team manager - Identify opportunities to enhance efficiency and productivity by analyzing resource and system usage - Ensure accurate tracking, processing, and supervision checks for every request validated by the team - Communicate queries and stakeholder requests to the relevant individuals/teams - Manage a large team size of 10-25 members, handling processes and projects - Conduct performance management cycles by conducting regular 1-to-1s with team members **Requirements:** - Ensure error reduction by maintaining appropriate controls - Conduct deep dive reviews on incidents to analyze root causes and suggest remediation - Manage global stakeholder relationships and identify opportunities for enhancement - Mentor team members, including new recruits, by providing insights for smooth day-to-day operations - Industry qualifications or Bachelor's Degree and Tech Savvy - 8-10 years of experience in the Financial Industry - Project management experience is an added advantage - Strong numeracy and analytical skills - Operational experience and basic product understanding - Strong communication skills (written and verbal) - Proficiency in Microsoft Office and other relevant applications - Quick learner with attention to detail, ability to work independently, and proactive mindset Join Morgan Stanley to work in an environment where you'll be supported and empowered, collaborating with diverse teams and benefiting from attractive employee benefits and perks. We are committed to providing equal opportunities and inclusivity for all individuals to maximize their potential. Our culture of inclusion is demonstrated through our focus on recruiting, developing, and advancing individuals based on their skills and talents.,

The position within US Personal Banking and Wealth Management involves developing CCAR/CECL models for unsecured portfolios such as credit cards, installment loans, and ready credit. You will focus on regulatory model monitoring analytics for continuous model performance tracking and annual model reviews. Your responsibilities will include obtaining and QA/QC on all data required for model development, developing segment and/or account level stress loss models, conducting sensitivity and back-testing, and validating/recalibrating models annually. Additionally, you will be responsible for delivering comprehensive model documentation and working closely with cross-functional teams, including business stakeholders, model validation and governance teams, and model implementation team. You will also prepare responses/presentations to regulatory agencies on all CCAR/CECL models built. Qualifications: - Advanced Degree (Masters required, PhD preferred) in Statistics, Applied Mathematics, Operations Research, Economics, MBA (Finance), or other highly quantitative discipline - 2+ years experience in quantitative analysis, statistical modeling, loss forecasting, loan loss reserve modeling, and econometric modeling of consumer credit risk stress losses - Experience with dynamics of unsecured products is a strong plus - Proficiency in SAS/SQL/Oracle/Unix/Microsoft Word, Excel and PowerPoint - Ability to communicate technical information verbally and in writing to both technical and non-technical audiences - Work as an individual contributor Skills: - Analytical Thinking - Business Acumen - Constructive Debate - Data Analysis - Escalation Management - Policy and Procedure - Policy and Regulation - Risk Controls and Monitors - Risk Identification and Assessment - Statistics If you are a person with a disability and need a reasonable accommodation to use 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 role of Executive - Software Testing at Malabar Head Quarters involves responding to user inquiries and troubleshooting application functionality, usage, and configuration issues through various channels such as phone, email, and ticketing system. You will gather information from users to understand and document the problem, including error messages, steps to reproduce it, and system specifications. Your responsibilities include identifying and resolving common application-related problems using knowledge bases, documentation, and available resources. For more complex issues, you will escalate them to higher levels of support. It is essential to adhere to service-level agreements (SLAs) to ensure prompt response times and efficient problem resolution. You will keep users updated on the progress and status of their reported issues. Maintaining accurate and detailed records of all support interactions, including descriptions of issues, actions taken, and resolutions provided, is crucial. Updating ticketing systems or knowledge bases with relevant information is also part of the role. Additionally, you will liaise with L2 or L3 support teams, developers, or system administrators to escalate and resolve issues requiring their expertise. Analysing reported issues for common patterns, recurring issues, or potential areas for improvement is expected. You may contribute articles or documentation to knowledge bases or documentation to enhance self-service support resources. Keeping up-to-date with application updates, new features, and relevant technologies is essential. Engaging in continuous learning and contributing to knowledge sharing within the support team is encouraged. In terms of internal processes, you must ensure that all activities are conducted according to the Standard Operating Procedures in the section. Reviewing and providing reports to management as and when required is also part of the role. This position falls under the Operations (All Others) functional area and is located in Calicut, Kerala, India. The educational qualification required is a BACHELOR OF ENGINEERING, and the ideal candidate should be below 30 years of age with 2 to 3 years of relevant experience. The salary range offered is as per industry standards in Indian Rupees (INR).,

The position of Team Lead-OTC at Bunge involves supporting the Credit to Cash (CTC) function by managing billing, debit and credit notes, cash application, customer clearing, running reports, and dispute management. You will be responsible for ensuring daily review and clearing of unapplied and advanced cash, maintaining processing quality, and having end-to-end knowledge of the Credit to Cash process in SAP environment. As the first point of contact for escalations related to OTC processes, you will apply industry best practices to drive continual improvement. Your main accountabilities will include measuring, analyzing, and reporting internal KPIs to monitor OTC activities, identifying unallocated cash, supporting process improvements, and ensuring compliance with policies. Additionally, you will be responsible for meeting SLA targets, resolving queries within defined timelines, and contributing to process improvements by handling exceptions and performing root cause analysis. To excel in this role, you should possess 6-8 years of relevant experience in OTC, preferably in the Agribusiness/Commodity trading industry. A minimum education qualification of Graduation or higher (MBA finance) is required, along with good knowledge of Cash application procedures, Counterparty credit risk assessments, and due diligence. Strong communication, interpersonal, problem-solving, and organizational skills are essential to work effectively with global teams. You should be able to work independently, deliver high-quality output under time pressure, and have experience with SAP and workflow tools. Developing knowledge of business, accounting systems, reconciliation policy, finance control standards, and quality framework will be crucial. Proficiency in Microsoft Office applications and ERP/accounting systems like SAP is desired. Being a strong team player and aligning decisions with Bunge's global strategy, business needs, and financial goals will be key to success in this role. Bunge, a world leader in sourcing, processing, and supplying oilseed and grain products, is committed to creating sustainable products and opportunities for farmers and consumers globally. Headquartered in St. Louis, Missouri, Bunge values diversity and is an Equal Opportunity Employer, welcoming veterans and individuals with disabilities.,

Job Title: Customer Relations Officer - Presales Business Function/Sub Function: Sales & Marketing Location: Noida, India Role Purpose We are looking for a proactive and persuasive Customer Relations Officer Presales at Gedu to engage with potential customers, generate leads, create applications and schedule appointments for the sales team. The ideal candidate should be confident in handling outbound calls, building rapport with prospects, and contributing to business growth. Job Responsibilities: Make outbound calls to potential customers to introduce and explain the companys products/services. Identify customer needs and qualify leads for the sales team. Follow-up with the customers on calls/emails/WhatsApp to ensure an application is submitted Schedule appointments and ensure a seamless handover of qualified leads. Maintain accurate records of customer interactions in the CRM system. Follow up with potential customers to maximize conversion opportunities. Meet daily/weekly/monthly call and lead qualification targets. Maintain a positive and professional attitude in customer interactions. Essential Skills and Experience Education: Minimum – Graduation Experience: 1-3 years in tele-calling, customer service, or pre-sales. Excellent verbal communication skills in English Strong persuasion, negotiation, and relationship-building abilities. Ability to handle objections and maintain professionalism. Basic knowledge of MS Office and CRM tools. Target-driven, self-motivated, and result-oriented mindset. Looking for counsellors with experience in higher education, preferably with a background in study abroad programs. Join us on this exciting journey!

Required Experience of minimum 4 Years in Technical Support ONLY Females Candidates Any Graduate Loc- Bengaluru CTC-9LPA 5 Day's Working | US Shifts | WFO Immediate Joiners Drop your cv at radhika@genesishrs.com

Document verification which received for modification for various branches. Good knowledge of desktop/Laptop Processing SRs in define TAT. accuracy in work Speak to branches if any queries hence good communication skills require

Document verification which received for modification for various branches. Good knowledge of desktop/Laptop Processing SRs in define TAT. accuracy in work Speak to branches if any queries hence good communication skills require

Job Role- To lead and manage the Escalation Management Channel, ensuring high standards of personalized service leading to faster resolution of customers escalations. Drive zero repeat and Nil escalation as an agenda Collaborate with cross functional teams to ensure speedy resolution and drive process improvements Deep dive of issues received from the Affluent customers and driving the culture of service recovery for strengthening consumer relationships through effective resolutions using Corrective and Preventive Actions so that not only does the issue get resolved but the recurrence is prevented As a Supervisor, leading the last frontier of the service recovery for consumer service issues received as escalations from the Customers & Senior Leadership Leading projects for improvement in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys basis learnings and feedback from customers Driving Net Promoter Score (NPS) for the Escalation Management Channel through best in class service recovery Establishing a culture across all customer channels and Digital DIY for zero defect and first time right to drive reduction in service escalations Job Requirements - 6 8 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up Strong domain knowledge of Consumer Banking products, processes and technology Strong analytical skills to derive insights from data and create actionable thereof Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads and Cross Functional Teams Exposure to working directly with Senior Management in a high pressure and timeline oriented environment Ability to drive change, innovation and impact through active engagement, outreach and project management Excellent communication, facilitation and presentation skills including proficiency in MS Office tools (MS Excel and Powerpoint)

Job Summary: The Customer Success Associate (CSA) is responsible for supporting customer success initiatives by delivering exceptional service, ensuring customer satisfaction, and helping customers effectively utilize ZINFI's solutions. This role involves managing technical and operational inquiries, leveraging CRM tools, and contributing to process improvements to enhance customer experience. Responsibilities & Deliverables: Customer Support: Act as the primary point of contact for customer inquiries, offering prompt and accurate resolutions. Manage and resolve service support tickets, adhering to Service Level Agreements (SLAs). Work closely with internal teams (Engineering, Account Management, and Professional Services) to ensure timely resolution of escalated issues. Ensure customers are kept informed throughout the resolution process and provide follow-up support as needed. Customer Engagement: Build strong customer relationships through proactive communication and problem-solving. Collect and document user feedback, reviews, and success stories through various channels (phone, email, surveys). Identify customer pain points and share actionable insights to improve customer experience and product features. CRM and Integration Support: Assist customers with CRM-related inquiries, including configuration, data management, and troubleshooting. Provide guidance on CRM best practices to enhance customer workflows. Collaborate with technical teams to support customers with system integrations involving ZINFI solutions and third-party platforms. Educate customers on the capabilities of integrated systems to optimize their operations. Operational Excellence: Follow Standard Operating Procedures (SOPs) for ticket management, feedback handling, and documentation. Ensure data accuracy and compliance with relevant regulations (e.g., GDPR) during customer interactions. Stay updated on ZINFIs product features, CRM platforms, and integration methodologies to provide informed support. Collaboration and Process Improvement: Participate in interlock meetings with clients and internal teams to discuss feedback, trends, and operational challenges. Contributes to the creation and refinement of user documentation, training materials, and internal SOPs. Share insights from customer feedback and support experiences to improve processes and product offerings. Benefits: Competitive salary. Opportunities for professional growth and development. Comprehensive training and certification programs. Collaborative and supportive work environment. Reporting To: Head of Customer Success Qualifications: Bachelor's Degree in technical field of study or equivalent work experience. **Candidates should be comfortable working in NORAM Shifts.**

Lead Technical Program Manager Are you a Technical Program Manager who wants to work on customer facing web applications for Mastercards Data and Services team? Do you want to work for a company that offers amazing benefits including paid parental leave, flexible work hours, gift matching, and volunteer incentives? Do you want to work in an inclusive and nurturing culture that encourages your own professional learning and development? Overview Responsible for planning, execution, and delivery, from inception to completion, for an existing technology product or program Proactively manages the end-to-end delivery of engineering work though the engineering team and all dependent organizations Reports on progress, ensuring dependencies are covered Operates between teams and architectures overseeing the gaps between teams, processes, and systems, while removing all blocking issues leading to a successful delivery Responsibilities Plan and manage a group of related technology projects or activities in a coordinated way from inception through successful delivery Deep understanding of the design approaches and technologies utilized in your area Focus on the customer experience, the build and delivery processes and the problems to be solved Work across multiple scrum teams (may be cross-cutting across products, scrum teams, and/or technologies or work may be vertically focused on a single product or feature set) Align dependent organizations and remove/mitigate all blocking issues Work directly with external to the organization or external to Mastercard technology providers and customers Work with limited guidance, seeking guidance as needed because the product and delivery strategy is defined. The design is not. Deep understanding of the business and technical requirements for the solutions being built Understand the needs of the engineers and technical operations teams who have to build, maintain, and operate the system for the life of the system Recognize complex designs and propose simplified solutions by working with software design engineers, principals and TPMs Help customers and the engineering teams make trade-off decisions by considering all of the data including business goals, technical platform strategy, customer experience and maintainability. You identify blocking issues and manage their resolution. Identify, assess, track and mitigate issues and risks at multiple levels Write documentation as required Partner with industry vendors that provide technology or user experience design components that support our architecture and work with vendors on our implementation plans and roadmaps identifying partnership opportunities to increase our development velocity and our learnings Communicate role up of project issues and status in a concise, accurate, and professional manner for senior leadership consumption, escalating blocking issues when appropriate Communicate progress, anticipate bottlenecks, provide escalation management, identify, assess, track and mitigate issues/risks at multiple levels Work across teams to optimize processes Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility ensuring your program stays aligned with organization objectives All About You Bachelors degree in Information Systems, Information Technology, Computer Science or Engineering or equivalent work experience. Huge plus if you have expertise in the payments industry. 5-7 years technical program delivery experience including time developing and testing software. Expert technical experience in supporting analysis and design efforts for applications in Java framework, .Net framework, and Agile methodology. High energy, detailed oriented, proactive and able to function in an independent environment along with a high degree of initiative and self motivation to drive results. Strong leadership, interpersonal, relationship building and negotiation skills required with a solid track record for developing internal and external relationships. Demonstrated experience breaking down problems, organizing work, leading scrum meetings, planning sprints, and delivering technical programs in agile delivery models leveraging Rally. Enjoys diving deep to understand of the platforms capabilities and underlying technologies. Proven track record of data driven decision-making and applying continuous improvement methodologies across teams

Are you passionate about inventing experiences that help customers discover ways to incorporate Generative AI in their daily lives? Do you want to work in a fast paced environment surrounded by the smartest and most customer obsessed product, engineering, marketing, and data science leaders on the planet, where the future is still to be defined? Alexa Customer Journeys team is looking for a Sr. Technical Program Manager in the mission to make Alexa an expert on itself, providing useful information and experiences to customers seeking to take advantage of all of their devices features and capabilities. You will be working on systems and solutions with Large Language Model (LLM) and other generative technologies, to design customer-facing experiences with Alexa, and building solutions to make Alexa an expert in itself. We are looking for an experienced, customer obsessed Technical Program Manager who is able to collaborate effectively with a technical team and be responsible for key aspects of the software customer experience. The role is inherently cross-functional: you will work closely with a high-energy team of software engineers, product managers, user experience designers as well as customer service leads. * Lead multiple, complex cross-functional initiatives simultaneously from initiation through delivery. Involves anticipating bottlenecks, providing escalation management and communicating status broadly across all levels * Make tradeoffs while balancing the business needs with technical constraints * Work closely with product and engineering teams to define near term and long term product roadmap * Create mechanisms to drive timely, accurate, and comprehensive project execution. Create clarity, eliminate obstacles and drive issue resolution to ensure deliverables & timelines are met. Drive continuous improvement efforts to ensure delivery mechanisms get better over time * Serve as a trusted advisor to product and engineering team This role is a good fit for someone who thrives in a dynamic environment, is both creative and technical, and who is sensitive to (or understands) the diverse perspectives of stakeholders and works with them to resolve differences. 5+ years of technical product or program management experience 7+ years of working directly with engineering teams experience 3+ years of software development experience 5+ years of technical program management working directly with software engineering teams experience Experience managing programs across cross functional teams, building processes and coordinating release schedules 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules Experience defining KPIs/SLAs used to drive multi-million dollar businesses and reporting to senior leadership

About the role: As a Relationship Manager at Leap Scholar, your role is crucial in driving conversions within our lead pipeline through both voice and non-voice processes. You will collaborate closely with counsellors to facilitate the application and visa processing for students. Your responsibilities include maintaining continuous engagement with students, conducting follow-ups, gathering feedback, clearing doubts, and acting as a bridge between counsellors and students. The charter for this role will include: Student Onboarding: Engage with prospective students and guide them through the Leap Scholar learning journey and provide a detailed explanation of the features available in our portal and app. Referral Marketing: Educate and encourage students about the benefits of referring Leap Scholar to others. Customer Success: They would manage learner relationships and ensure their satisfaction. Escalation Management: Address and close tickets raised by students within defined turnaround times. Deferral Policy: Manage deferral requests as an alternative to refunds. Payment Collection: Ensure timely collection of 2nd and 3rd instalment payments from students who have missed their due dates Ideal Persona: Bachelor's degree or equivalent. Excellent communication and interpersonal skills. Must have prior experience in sales and marketing. Strong customer service orientation. Ability to handle and resolve customer queries effectively. Problem-solving skills for escalation management. Proficiency in handling payment collection processes. Working Days: 6 days working (Monday/Tuesday rotational week-off) Working Hours: 1pm - 10pm

Job Title : Executive - Operations (Network Control Centre) Function : Ground Operations Reports To : Senior Manager - Operations Location : Mumbai, HQC Shifts: Day, Afternoon and Night About Blue Dart Express India At Blue Dart, we go beyond delivering shipmentswe deliver trust, precision, and excellence. As Indias most reliable express logistics provider, we empower commerce by reaching over 56,000+ locations across India and connecting to 220+ countries through our global DHL network. Backed by the strength of DHL Group , we bring together international standards with deep local expertise. Our dedicated Boeing freighter fleet, 12,000+ vehicles, and best-in-class service ensure time-definite delivery that businesses and customers count on every day. We are proud to be consistently ranked among Indias Top 100 Great Places to Work and recognized as part of the DHL Groups Top Employer certification across multiple regions. Being an Employer of Choice is not just a goalits a fundamental part of who we are. We are committed to creating a workplace where people feel valued, empowered, and proud to belong. If you're looking to join a purpose-led, people-first organization that shapes Indias supply chain with integrity and care Blue Dart is where you belong . Position Overview The Executive Network Control Centre plays a vital role in ensuring timely, secure, and compliant vehicle movements across the network by monitoring live operations and escalating issues as needed. Job Purpose To enable smooth network vehicle operations through live tracking, exception management, and coordination with cross-functional teams to uphold service quality and safety standards. Key Responsibilities Vehicle Tracking & Exception Management Monitor network vehicles 24x7 using GPS platforms, GNMS, portals, or calls (in case of GPS failure). Log and escalate exceptions like unscheduled stops, seal tampering, theft attempts, breakdowns, and accidents. Raise alerts for any potential disruptions such as political unrest or natural calamities impacting network movement. Escalate SOP non-compliance related to GPS, e-locks, or driver behaviour at the origin. Track high value/high-risk shipments and vehicles in sensitive zones with focused attention. Generate and update exception records in portals or tracking systems, ensuring follow-through until closure. Coordination & Recovery Support Coordinate with Operations, Fleet, and Security teams for prompt vehicle recovery during breakdowns or other disruptions. Work with regional fleet teams to ensure smooth functioning of e-locks and other security devices. Collaborate with vendors and zonal teams to ensure compliance and operational readiness. Ensure timely integration of GPS and e-locks into the central tracking platform. Performance Monitoring & Reporting Monitor network timeliness and support push-pull efforts for delayed vehicles to maintain schedules. Capture vendor performance related to transit times, vehicle placement, and shipment safety. Prepare and publish timely MIS reports on performance, incidents, and service quality parameters. Qualifications & Experience Education Essential : Graduate in any stream Experience Essential : Proficiency in MS Excel and other tracking platforms; strong communication in English and Hindi Preferred : 2+ years of experience in a control tower/central command centre role; familiarity with Transport Management Systems and ERP platforms; knowledge of a regional language Technical Skills & Competencies Core Technical Skills Real-time GPS/vehicle tracking systems Report generation and MIS preparation Transport Management System and ERP familiarity Behavioural Competencies Detail-Oriented : Able to detect operational anomalies quickly Communication : Clear and prompt in both written and verbal communication Collaboration : Works well with cross-functional teams to ensure issue resolution Responsiveness : Acts swiftly on escalations to avoid service disruptions Key Performance Indicators (KPIs) 1.Network Vehicle Tracking & Exception Handling Accurate and real-time tracking of network vehicles Timely identification and resolution of exceptions such as breakdowns, delays, and accidents 2. On-Time Network Operations & ASL Adherence % On-time vehicle departures across all network locations % On-time arrivals to meet shipment Arrival Service Levels (ASL) 3. Vehicle Compliance, Safety & Security 100% compliance of deployed vehicles with operational and safety standards Adherence to timelines and protocols under the performance management system Why Join Blue Dart? When you join us, you become part of a purpose-driven organization thats redefining logistics across India and beyond. Here’s what you can expect: Competitive compensation and performance-linked incentives that reward your contribution. Continuous learning through structured development programs, on-the-job coaching, and access to global best practices. Comprehensive benefits including medical insurance (with optional parental cover), financial wellness programs, and generous paid time off. A strong culture of recognition , inclusion, and respect—where your ideas matter and achievements are celebrated. Access to cross-functional and global career paths within DHL Group’s diverse business portfolio. The pride of working for India’s most awarded logistics brand, delivering excellence across 56,000+ locations and 220+ countries. Join us and be part of a company that’s not only a leader in logistics—but also a trusted Employer of choice , committed to your growth, well-being, and long-term success.

Key Responsibilities: Handle customer escalations and high-impact issues across various channels (email, social media, phone) ensuring timely and empathetic resolution. Investigate and analyze the root cause of escalations and implement long-term corrective actions. Collaborate with customer support, operations, legal, and product teams to ensure escalations are resolved in compliance with policies and regulations. Ensure regulatory compliance across processes especially with respect to consumer rights, grievance redressal, data protection (e.g., GDPR), and industry standards.

As a Credit Analyst - SME, your primary responsibility will be to prepare Credit Appraisal notes for SME clients. You will engage in discussions with the business to determine Terms and Conditions for risk assessments. Furthermore, you will communicate with customers to gather necessary information for the preparation of CRANs. It will be crucial for you to monitor accounts based on the terms set by the Sanctioning Authority. You will also be tasked with creating Monthly/Quarterly Monitoring Reports for the portfolio and developing action plans for any non-compliances that may arise. Regular visits to the units for inspections and subsequent submission of inspection reports will be part of your routine. Managing and addressing any escalations related to risk assessments will be within your scope of work. The ideal candidate for this role should have a minimum of 3-6 years of experience in Credit Underwriting for Large Corporates. While not mandatory, experience in the Pharma sector credit analysis would be advantageous. Candidates with a CA or MBA qualification, along with excellent verbal, written communication, and presentation skills, are encouraged to apply for this position.,

Individuals in Cross Disciplinary Controls are responsible for a variety of activities within the Controls capabilities such as assessment & design, MCA, QA, Monitoring & Testing, Issue Management, and Governance Reporting & Analysis to ensure effective end-to-end oversight, design, implementation, and execution of controls. This role encompasses a broad range of risk and control responsibilities across different areas rather than focusing on a specific role. Responsibilities: - Manage and oversee a team of employees - Plan and conduct various deliverables for projects - Execute strategic design and process improvement projects enterprise-wide - Lead cross-functional projects to ensure alignment between solutions and business objectives - Assess the effectiveness of existing controls, identify areas for improvement, and implement necessary changes - Drive controls enhancements to increase efficiency and reduce risk - Assist in executing the Enterprise Risk Management Framework and complying with Risk Management and Compliance Policies - Support oversight of the MCA program, including attestation, quality oversight, and related reporting - Assist in executing the MCA in accordance with the ORM Policy & Framework, as well as applicable Policies, Standards, and Procedures - Assess activities and processes to strengthen risk management quality - Coordinate and manage issues with key stakeholders - Participate in issue quality reviews to ensure compliance with Issue Management Policy, Standards, and Procedures - Support standard and risk controls reporting for better management and decision-making - Participate in the oversight of Citi's governance committees - Appropriately assess risk in business decisions, considering the firm's reputation and compliance with laws and regulations - Supervise teams to ensure adherence to standards and policies Qualifications: - Minimum of 6-10 years of experience in operational risk management, compliance, audit, or other control-related functions in the financial services industry - Ability to identify, measure, and manage key risks and controls - Strong knowledge in developing and executing controls - Proven experience in control-related functions in the financial industry - Experience in implementing sustainable solutions and process improvements - Understanding of compliance laws, rules, regulations, and best practices - Familiarity with Citi's Policies, Standards, and Procedures - Strong analytical, communication, problem-solving, and decision-making skills - Proficiency in Microsoft Office suite, especially Excel, PowerPoint, and Word Education: Bachelor's/University degree; Master's degree preferred Skills: Analytical Thinking, Business Acumen, Communication, Constructive Debate, Controls Assessment, Controls Lifecycle, Escalation Management, Issue Management, Risk Management, Stakeholder Management Note: For additional skills, please refer to the above or contact the recruiter.,

The Credit Portfolio Analyst II role involves the end-to-end implementation of Credit rules for customer-facing credit risk platforms. You will ensure that all credit risk technology solutions are deployed effectively and in alignment with regulatory requirements and business objectives. Your responsibilities will include validating platform performance, identifying optimization opportunities, and ensuring the stability, reliability, and scalability of systems in production. Your role will require a basic understanding of credit risk systems, customer impact, and technology operations. This includes pre/post-implementation assessments, operational risk management, and ongoing system monitoring to prevent disruptions and ensure compliance. You will be responsible for analyzing, designing, and implementing credit risk rules to support models, strategies, and adjudication actions. This will involve creating new rules or maintaining existing credit rules for Authorizations in SAS Fraud Management System (FSM) / SAS Raptor tool and performing unit testing to validate the rules logic. You will also be responsible for performing rules validation of all customer-facing credit risk platforms post-deployment, ensuring they function as intended, align with business strategies, and meet regulatory requirements. Additionally, you will implement credit auth monitoring processes to assess operational performance, data integrity, and customer impact across various product lines, ensuring timely resolution of production issues. Furthermore, you will work to enhance governance and control frameworks for credit risk platforms, focusing on operational risk management in production environments. This includes implementing ongoing risk assessments to identify and mitigate emerging risks, collaborating with cross-functional teams to integrate risk controls into the credit decisioning process, and ensuring issues are escalated appropriately. To qualify for this role, you should have at least 2 years of experience in credit risk analysis or corporate banking/financial institutions, hands-on experience with Base SAS, Advanced SAS, and SAS FMS/SAS Raptor tools. Additionally, you should have knowledge of credit and banking products, credit analytics, risk assessment, and transaction execution. Strong analytical skills, clear communication abilities, self-motivation, and business acumen are also important qualifications. This position requires a Bachelor's degree or equivalent experience. If you are interested in a challenging role that involves credit risk management, technology platforms, and operational risk controls, this opportunity may be a good fit for you.,

PFB the address: Key responsibilities: New and Existing Clients Visits/Onboarding Understanding of clients' processes, cut-offs, Potential (Overall/CWH SOW), SKU Type, Shipment Handlings analysis, Palletization etc (Complete FCX Report to all stakeholders Leadership of - Ops/Regulatory Compliance/Fire & Safety/NE for approval before starting pickups and their sign off to start the client). Focussed pickup monitoring for the first 15 days to provide a smooth client experience Customization in FM & sign off from internal & external stakeholders to drive through SOP. Visiting existing clients to review the FM performance, take overall service feedback or there are some operational challenges to execute the pickups. Pickup success rate% monitoring Ensuring daily Successful Pickup 95% Pickup review meetings with the internal ops team on the ops failure and seller failure cases. Proactive approach for executing Pickups on the same day, timely dispatches, slot adherence, Load confirmations, Escalations from Shipper/Ops and rescue Purr at risk. Reviewing previous day performance and sharing the gaps and inefficiencies with the operations team to take the appropriate actions, Additionally having meetings with internal stakeholders to review the trend and enhancement of FM client experience. Ensure the datasets are clean and authentic through regular data scrutiny(Capturing correct contact details and address, also cleaning junk PURs in the system). Process Optimization and Root Cause Analysis: Conduct root cause analysis of recurring issues and propose data-driven solutions to prevent future escalations. Continuously optimize pickup processes to improve efficiency and reduce coordination-related missed pickups. Flexibility in Deployment: Can be temporarily deployed to underrepresented locations during periods of high demand or operational need. Skill Sets: Good & effective communication skills along with proficiency in English/Hindi and regional language Strong problem-solving skills and analytical skills with proficiency in Data analysis (especially Excel) Ability to create, establish, and maintain strong business relationships with clients and internal stakeholders Tenacity to work in stressful & fast paced environment

CSMs are responsible for retention of our customers, and organized for the most part by region, vertical, size, and/or product, with robust use of customer success tools to effectively execute responsibilities. They are also customer advocates, serving as voice of the customer within Blackbaud, internally guiding customer strategy; product, service and support requirements; experience across Market Groups and Verticals; product and relationship marketing and other communications; and other functional areas.The Internal CSM assists the customer-facing CSM teams by answering inbound requests, running & preparing reports and other customer-facing materials, consolidating data and generating materials & information to help CSMs with escalation management. Responsibilities: Understand the needs and priorities of customers across the social good ecosystem, industry best practices, and how our specific solution capabilities drive valueProduce materials to help CSMs develop and execute jointly agreed success plans with each customer, underpinned by regular executive business review meetings, to ensure speed to results against their desired outcomesAnalyze and share customer product usage data and rapidly identify opportunities for strategic action to reduce retention risk and drive progress towards outcomesUnderstand and track customer sentiment data, respond promptly to user survey responses, and proactively action wellness plans for at-risk customersSupport the wider customer success and marketing teams to identify and develop adoption webinars, user groups, events, blogs, customer stories, and other thought leadership for customersAssist the renewals team when needed, such as when a renewal is identified as being at high risk or currently interrupted for any reasonPerform robust data management activities in Gainsight to underpin all the above responsibilities, which benefits customer-facing staff across Blackbaud and management metrics and reportingAssist other CSMs and teams as needed, providing expertise, mentoring and guidance embracing our single team approach to customer success globally.In support of these responsibilities, all CSMs should proactively seek to:Help customers drive increased usage of and value from Blackbaud solutions towards their outcomesHelp protect and grow recurring revenue (software, premium services, and transactional processing)Produce and maintain a library of best practice usage and use cases from other customersHelp understand, track and improve the health, needs and satisfaction of our customersBe responsive to customer requests and concerns.Cohesive relationships with other teams is critical working together to maximize the value Blackbaud brings each customer, in alignment with their organizational outcomes and a clear understanding of roles and responsibilities. This includes close partnership across our customer success center of excellence, with products and marketing, and between CSMs and customer account executives (sales) as the core customer account team Required qualifications: Strong understanding of the enabling role of cloud software, services, expertise, and data intelligence to connect people to drive impactExperience working with Software SolutionsExperience and demonstratable competence in Customer SuccessDemonstrable experience with relationship-building, account management, and/or delivering outstanding customer serviceExcellent written, oral communication, and presentation skillsCompetence and comfort in drawing meaningful insight from data, and of both utilizing and demonstrating cloud technologyStrong organizational skillsAbility and willingness to learn rapidly, to think globally and incisively, to trouble-shoot and find solutions through internal cross-team collaboration, and to take a broad view of all variables that could impact future success. Preferred Qualifications: Experience working with Blackbaud software and solutionsExperience working with nonprofit organizations Stay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.