946 Escalation Management Jobs - Page 12

GreenCell Mobility is seeking a dedicated Customer Experience Manager to ensure that services delivered by our Business/Service partners and their extended networks consistently meet a pre-defined, best-in-class service quality level. This role is crucial for proactively identifying and resolving service quality issues, minimizing repeat complaints, and leading initiatives to enhance overall customer satisfaction. Key Responsibilities: Service Quality Assurance: Ensure services delivered by Business/Service partners and their extended teams meet a pre-defined, best-in-class service quality level for exceptional customer experience. Gap Identification & Resolution: Identify gaps in process adherence and implement timely resolutions to minimize repeat complaints. Proactive Issue Diagnosis: Proactively diagnose and resolve service quality issues through thorough Root Cause Analysis (RCA) to prevent repeat complaints before customers are impacted. Service Recovery Leadership: Lead from the front by partnering with Outsourced Partners and Cross-Functional Teams to develop and implement a robust Service Recovery Roadmap. Complaint & Escalation Management: Possess in-depth knowledge and manage all aspects of Complaint Management and Escalation Management. Performance & Trouble Ticket Management: Oversee Performance Management, Service Level Agreement (SLA) adherence, Monitoring, and Trouble Ticket Management, ensuring timely closure of all issues. Customer Service Delivery Representative Responsibilities (Oversight): Ensure prompt responses to customer inquiries/complaints as per defined SLAs. Oversee communication with customers through various channels (Voice / Non-Voice). Ensure service representatives possess comprehensive product knowledge to answer customer questions effectively. Oversee the accurate recording of customer interactions, transactions, comments, and complaints. Coordinate and facilitate communication with different internal departments for efficient complaint closure. Provide feedback on the efficiency and effectiveness of the overall customer experience process. Desired Candidate Profile: Experience: 7+ years of relevant experience supporting the service delivery function by seeking opportunities for process improvements to positively impact productivity. Relevant experience working with various stakeholders to ensure the effective execution and delivery of the role.

As a Customer Service Advisor 2 specializing in Chat Support at BT Group, you will play a crucial role in assisting customers across various channels. Your primary responsibility will be to deliver exceptional customer value and success by leveraging your expertise in the company's solution portfolio. With some supervision, you will be involved in implementing specific Customer Service management plans and fostering value-based relationships with customers to optimize service delivery. Your daily tasks will include gathering customer information, conducting analysis, and understanding customer needs to provide valuable insights for efficient issue resolution. Additionally, you will work within established guidelines to execute tasks and contribute to the continuous improvement of customer service processes. Your proficiency in areas such as billing, communication, complaint management, and technical support will be essential in delivering top-notch service. As a member of our Customer Service team, you will be expected to demonstrate strong decision-making skills, effective problem-solving abilities, and adept stakeholder management. Your commitment to continuous improvement and inclusive leadership will be instrumental in achieving the team's objectives and vision. You will also be encouraged to exhibit a growth mindset, embrace challenges, and drive innovation for personal and organizational growth. At BT Group, we uphold high leadership standards that prioritize inclusivity, safety, and customer-centricity. By fostering a culture of trust, integrity, and accountability, we aim to deliver exceptional outcomes that benefit both our customers and the broader organization. As a forward-thinking organization, we value individuals who exhibit a growth mindset, drive commercial success, and actively contribute to building a future-ready, diverse workforce. Join us in shaping the future of customer service excellence and innovative solutions.,

As a Key Account Executive - Renewals at Restroworks, you will be responsible for managing the renewal process for a portfolio of B2B SaaS customers. Your role will be crucial in ensuring customer satisfaction and retention by collaborating with sales, customer success, and finance teams. Your responsibilities will include owning the end-to-end renewal process, engaging proactively with customers to understand their needs, and maintaining accurate records in CRM systems. You will also focus on building strong relationships with key stakeholders, acting as a trusted advisor, and providing insights into industry trends. In case of any customer concerns or issues, you will address and resolve them by partnering with relevant teams. The ideal candidate for this role should have experience in managing renewals, strong negotiation skills, and the ability to work independently while meeting deadlines. Joining our team will give you the opportunity to work with a leading Restaurant SaaS product, collaborate with numerous brands globally, and be part of a small and friendly marketing team. If you are looking to be part of an open and transparent work culture, this role is perfect for you.,

You will be joining SystemsPlus as an L1 Service Desk Support in Pune - Magarpatta with a hybrid work model. As an immediate joiner with 1-3 years of experience in IT Service Desk - Helpdesk, you will demonstrate excellent communication skills including active listening, empathy, technical proficiency, and professionalism both verbally and in writing. Your responsibilities will include providing in-depth Technical Support, advanced troubleshooting for Desktop, Active Directory, Outlook Configuration, O365 Applications, Printers, Scanners, DL, Shared Mailbox, etc. You will handle Remote Support Services, Desktop Support, and Technical Support while utilizing knowledge of ITIL V3, V4, and ticketing tools such as CA Service desk, Service Now, Jira, Azure DevOps, Fresh desk, etc. It will be essential for you to have a good understanding of SLA, ticket triaging, and handling escalations, along with experience in dealing with International clients or customers. Your role will involve providing remote customer service support and collaborating with Global IT teams within established timelines. You should be capable of working without direct supervision, be open to 24X7 rotational shifts, and available to work on weekends in rotational shifts. Additionally, you must have the ability to comprehend the urgency and priority of reported issues or given situations, and be willing to work from both the office and home in a Hybrid model. If you meet these requirements and are interested in this opportunity, please drop your CV at madeleine.mehta@systems-plus.com.,

As an experienced and proactive Ship Spare Parts Logistics Operations Manager, your primary responsibility will be to establish, lead, and oversee the operations team located in Mumbai. This leadership position plays a crucial role in ensuring the smooth and efficient execution of logistics operations, delivering exceptional customer service, and fostering a high-performance team culture. You will play a key role in team building, training, process enhancement, and serving as the primary escalation point for key customers in the region. Your key responsibilities will include: - Team Leadership & Development: Building and managing a team of Operations Executives, providing coaching, guidance, and performance feedback, and implementing onboarding and training programs. - Customer Service & Escalation Management: Acting as the senior escalation contact for customers in India, ensuring prompt resolution of service issues, training the team on customer communication best practices, and promoting proactive customer engagement. - Operational Execution: Overseeing the complete operational process, including shipment handling, documentation, customs clearance, tracking, and delivery, ensuring compliance with global SOPs and customer-specific requirements, and enhancing process efficiency and accuracy. - Collaboration & Reporting: Liaising with global offices for seamless coordination, providing regular reporting on team performance, customer feedback, operational KPIs, and challenges, and participating in systems implementation and improvement projects. Requirements & Qualifications: - Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field. - 6-10 years of logistics/freight forwarding experience, with at least 2-3 years in a managerial or supervisory capacity. - Strong knowledge of international shipping, air and sea freight, and customs procedures. - Excellent leadership, communication, and organizational skills. - Proven ability to handle escalations and deliver service recovery under pressure. - Proficiency in logistics software and Microsoft Office Suite. - Previous experience in marine logistics is an advantage. What We Offer: - A leadership role in a globally recognized logistics company. - Opportunity to build and shape a new team and operational setup in India. - International exposure and cross-functional collaboration. - Career development in a dynamic and fast-paced industry.,

As a Full-Time employee at FIS, you will be part of a dynamic team working on challenging and relevant issues in financial services and technology. You'll play a crucial role in managing the daily operations of processing functions and maintaining processing infrastructure to ensure service level agreements are met, supporting both clients and the company's critical business requirements. Your responsibilities will include managing the processing environment to safeguard production systems essential for business success, meeting service level agreements, developing tactical and strategic plans for processing operations, leading an efficient processing team, identifying cost-saving initiatives, ensuring backup and recovery processes meet business requirements, implementing team standards and procedures, and managing project plans, budgets, and schedules. To excel in this role, you should possess a Bachelor's degree or equivalent education, training, or work experience. You must have knowledge of processing phases, administration, and controls, familiarity with FIS products and systems, proficiency in client communication and escalation management, project management skills, and the ability to effectively supervise and lead staff. Excellent problem-solving, time management, and communication skills are essential, along with the capability to evaluate performance, make projections, and operate independently. In return, we offer you a competitive salary with benefits, including private medical and dental coverage, a job with a high level of responsibility and various opportunities, a modern work environment, professional education, and personal development opportunities, a collaborative and respectful work environment, and a dedicated team. With a rich history in the financial services industry, FIS is a global provider of financial technology solutions, serving clients worldwide and committed to privacy and security. Please note that FIS follows a direct sourcing model for recruitment, and only accepts resumes from preferred supplier list agencies. We are dedicated to safeguarding personal information and ensuring privacy and security in all our services. If you are motivated, forward-thinking, and ready to take on this exciting opportunity, we encourage you to apply and be part of FIS, a Fortune 500 company and a global leader in financial technology solutions.,

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world. In this role, you will ensure all Service Level Agreements are adhered to and provide the client with high-quality service to drive continuous improvements. You will promote teamwork, provide employees with coaching and feedback for a small/medium size team. Additionally, you will network with other functions, interact with Client Leadership, and manage the relationship on a local (country) level and often on a regional level. You will play a key role in leading the Cash Application Department, ensuring smooth execution of end-to-end cash operations, and alignment with overall O2C objectives. You will also act as the primary escalation point for operational issues, troubleshoot complex cases, and collaborate with clients and internal stakeholders. Drive process excellence and innovation by applying Lean Six Sigma methodologies to improve collections, cash application, and reconciliation activities. We recognize the significance of flexible work arrangements to provide support. Be it remote work, flexible work hours, or alternative work schedules, you will get an environment to maintain a healthy work-life balance. Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world while creating a tangible impact for enterprises and society. With a responsible and diverse group of 340,000 team members in more than 50 countries, Capgemini leverages its over 55-year heritage to unlock the value of technology for its clients. Delivering end-to-end services and solutions, Capgemini's strengths range from strategy and design to engineering, fueled by market-leading capabilities in AI, generative AI, cloud, and data, combined with deep industry expertise and a strong partner ecosystem.,

Individuals in Cross Disciplinary Controls are responsible for various activities within the Controls capabilities including 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 in-business/function risk and control responsibilities rather than focusing on a specific area. Responsibilities: - Accountable for managing and overseeing a team of employees - Manages, plans, and conducts a range of deliverables for projects - Executes strategic design and process improvement projects across the enterprise - Leads cross-functional projects, ensuring alignment between solutions and business objectives through effective communication - Supports the assessment of existing controls, identifying areas for improvement, and implementing necessary changes - Drives controls enhancements focused on increasing efficiency and reducing risk - Assists in the execution of Enterprise Risk Management Framework and adherence with Risk Management and Compliance Policies - Supports oversight of the MCA program, including attestation, quality oversight, and related reporting - Assists in the execution of the MCA in accordance with the ORM Policy & Framework - Helps assess activities and processes to strengthen risk management quality - Coordinates and manages issues with key stakeholders - Participates in issue quality reviews ensuring compliance with Issue Management Policy - Supports standard and risk controls reporting for better management and decision-making - Participates in the oversight of Citi's governance committees - Appropriately assesses risk in business decisions, safeguarding Citigroup and clients - Supervises team activity and ensures compliance with standards Qualifications: - 6-10 years of experience in operational risk management, compliance, audit, or control-related functions in the financial services industry - Ability to identify, measure, and manage key risks and controls - Strong knowledge in controls development and execution - Proven experience in control-related functions in the financial industry - Experience in implementing sustainable solutions and process improvements - Understanding of compliance laws, regulations, and best practices - Knowledge of Citis Policies, Standards, and Procedures - Strong analytical, verbal, and written communication skills - Problem-solving and decision-making abilities - Proficiency in Microsoft Office suite Education: - Bachelor's/University degree, Master's degree preferred Most Relevant Skills: Analytical Thinking, Business Acumen, Communication, Constructive Debate, Controls Assessment, Controls Lifecycle, Escalation Management, Issue Management, Risk Management, Stakeholder Management For complementary skills, please refer to the above information or contact the recruiter.,

You are an experienced and proactive Ship Spare Parts Logistics Operations Manager with the opportunity to lead and manage the operations team in Mumbai. Your role is crucial in ensuring smooth logistics execution, exceptional customer service, and fostering a high-performing team culture. As the primary escalation point for key customers in the region, you will be responsible for team building, training, and process improvement. Your key responsibilities include: - Building and managing a team of Operations Executives for daily shipment handling and coordination. - Providing coaching, guidance, and performance feedback to uphold service excellence. - Developing onboarding and training programs for staff. - Acting as the senior escalation contact for customers in India, ensuring prompt resolution of service issues. - Overseeing operational processes from shipment bookings to delivery, ensuring compliance with global SOPs and customer requirements. - Collaborating with global offices for seamless coordination and providing regular reports on team performance and operational KPIs. - Participating in systems implementation and continuous improvement projects. Requirements & Qualifications: - Bachelor's degree in Logistics, Supply Chain, Business Administration, or related field. - 6-10 years of logistics/freight forwarding experience with 2-3 years in a managerial role. - Strong knowledge of international shipping, air and sea freight, and customs procedures. - Excellent leadership, communication, and organizational skills. - Proficiency in logistics software and Microsoft Office Suite. - Previous experience in marine logistics is advantageous. What We Offer: - A leadership role in a globally recognized logistics company. - Opportunity to build and shape a new team and operational setup in India. - International exposure and cross-functional collaboration. - Career development in a dynamic and fast-paced industry.,

The Risk QC Credit Officer delivers results by exercising discretion and judgment that is based on an in-depth subject matter and industry expertise. You will be evaluating complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Strong communication and diplomacy skills are required in order to support, guide, and influence others, in particular colleagues within the function and in other areas. You may assist management with planning, policy and procedure formulation, and feedback regarding work product quality. It is crucial to have a strong knowledge of process and the ability to identify gaps and take the lead on process improvement. As a Risk QC Credit Officer, your responsibilities include using judgment to conduct reviews of credit transactions ranging in complexity with direct business impact. This includes new residential real estate mortgage/HELOC financings ranging primarily in size from $500M to $5MM, with some larger dollar transactions up to $50MM, for professional services and high net worth customers of Citi Wealth covering properties in the U.S. You will provide timely and accurate feedback to appropriate levels of management within the function regarding necessary corrections, adjustments, and observations found during second level monthly audit reviews. Consistently evaluating processes and controls for improvement opportunities, potential gaps, and appropriate remediation is essential. You should escalate process-related concerns to the appropriate levels of management within the function. Additionally, you may interact with Risk Management, Originations and/or Credit Policy staff, including senior management levels when applicable or directed, to resolve issues. Performing other duties and functions as assigned is also part of the role. The ideal candidate for this position should have 7+ years of experience in underwriting consumer mortgages; familiarity with Fannie Mae and Freddie Mac guidelines is required. Other experience with portfolio or home equity lending is a plus. Thorough knowledge of property and credit requirements, including secondary marketing concepts, is necessary. Excellent oral/written communication skills, strong analytical, process-driven, and problem-solving skills, along with the ability to interact with all levels of the organization, are important. You should be confident in your ability and able to credibly defend rationale for decisions if challenged or otherwise necessary. Excellent leadership skills are also a key qualification. Education-wise, a Bachelors/University degree strongly preferred (Business, Finance, Accounting, or Economics) or equivalent professional experience is required. 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. Citi is an equal opportunity employer. View Citi's EEO Policy Statement and the Know Your Rights poster.,

WNS (Holdings) Limited (NYSEWNS) , is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence. . Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States. Handling Travel related calls of Bookings, Reservations, Cancellations , Baggage, etc. Provide solution for specific requests as per process guidelines. Understand customer queries and demonstrate empathy while providing customer support. Exp - Freshers. Language requirement French Qualifications Graduate / Undergraduate Additional Information Should be ok with working in 24* 7 environment.

O2C Collection- Good understanding of Order to Cash cycle, strong experience in customer collection, working experience in GETPAID tool and SAP will be a plus Functional knowledgeFirst point of contact for client engagement / escalation management. Identify and work towards improvements projects resulting in process efficiencies Collectors: Voice calling Dispute Management Customers account Reconciliation Customer Query Resolution Customer Account Management (Follow up on payment of open balances) Update and maintain accurate records of collection activities Refund process Collection report Query response (Customer / Collection manager / Credit controller)Process improvement methodologyHas process improvement acumen.Account Management: Knows the counterparts at client side and maintains a supportive and professional relationship with them Maintains a communication channel to report regular issues and highlight the exceptions Customer Orientation: Ability to understand client expectations and requirements Strives to adhere and improve performance on SLAs and deliverables to customer, including ownership of solution oriented, effective communication of issues raised, findings and proposed resolution Ability to maintain relationships with relevant line manager or counterparts or Stakeholders Understands to the expectations from own role to ensure delivery on client expectations; delivers accordingly Responds to any changes, alterations, customer requests and escalates as required Solution oriented, effective communication with customers on issues raised, findings and proposed resolution. Is mindful of customer feedback, voice of customer - coordinates on action plans to address issues Accountability: Has complete clarity about expectations from self, measurable of the same and own role; delivers upon these Collaboration and Teamwork Understands and works towards the common goals of the organization rather than getting confined to own silo Resolves conflicts at his or her level; escalates if required. Displays good collaborative spirit Does not resist change management Addresses problems and finds solutions by working within and between WNS teams, including consultation with and or escalation to other towers when required Analytical Thinking and Problem Solving: Identifies anomalies, errors, and aberrations in output Dives into problem areas to identify root causes and attempts to apply a range of contexts and scenario to identify possible causes of the aberrations and identifies solutions Proposes and supports implementation of process improvements Communication skills: Participates actively in team meetings; articulates thoughts clearly Listens with attention and builds own understanding Demonstrates requisite verbal and written communication skills Job Location- Pune (Viman Nagar) ShiftsUS shifts (6:30pm to 3:30am) (WFO Only) Qualifications B com, M com MBA Finance Job Location

a thoroughBasic Information Role Title: Escalation Manager Function/Sub-Function/Vertical: Escalation Desk-CS Work Location: TDL Work Experience: 5-7 years in escalation management Experience and Skillset: Primary Responsibilities: 1. Manage Customer Escalations: Act as the primary point of contact for handling customer escalations across multiple channels (email, phone, social media, etc.). Take ownership of high-impact and sensitive issues, ensuring timely resolution and customer satisfaction. 2. Root Cause Analysis (RCA): Conduct thorough investigation into escalated issues to determine the root cause. Collaborate with cross-functional teams (Product, Technical, Operations, etc.) to resolve issues and implement long-term fixes. 3. Timely Resolution & Communication: Ensure escalations are acknowledged, tracked, and resolved within defined SLAs. Provide clear, consistent, and empathetic communication to internal stakeholders and customers throughout the resolution process. 4. Process Improvement & Prevention: Identify patterns and trends in escalations to proactively improve systems, processes, or training. Recommend and implement process changes to reduce repeat issues and prevent future escalations. 5. Stakeholder Management: Liaise with senior leadership, internal teams, and external partners to facilitate resolution of complex cases. Provide regular updates on escalation metrics, case statuses, and areas of concern. 6. Documentation & Reporting: Maintain detailed and accurate records of all escalations and actions taken. Prepare escalation reports and dashboards for leadership review. 7. Training & Knowledge Sharing: Mentor frontline support teams on effective escalation handling. Conduct periodic training sessions to ensure consistent escalation handling procedures. 8. Customer Advocacy: Champion the voice of the customer within the organization. Work to restore customer trust and strengthen long-term relationships. Preferred Qualifications: Proven experience in customer support, escalation handling, or service delivery roles. Strong communication, problem-solving, and interpersonal skills. Ability to manage multiple escalations simultaneously in a high-pressure environment. Knowledge of CRM and ticketing tools (e.g., Zendesk, Salesforce, Freshdesk). Familiarity with SLA metrics, customer satisfaction KPIs (CSAT/NPS/resolution within TAT), and escalation workflows. Education: Masters in Business Administration Experience: 5-7 years of work experience in Escalations management.

WNS Global Services Inc. (NYSEWNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide. Our mission as an organization is guided by our CIRCLE of ValuesClient First, Integrity, Respect, Collaboration, Learning, Excellence. Agents handle customer queries, providing solution to customers pertaining to flight, hotel, packages, insurance products and services, utilities bills across various industries like Travel, Insurance and Utilities. Qualifications Under Graduate / Graduate

Job descriptions for Manager Operations (Key Clients) - Pune Job Title: Manager Operations (Key Clients) Location: Pune Department: Operations Reports To: AGM – Business Operations Job Summary: The Manager – Operations for Major Key Clients is responsible for overseeing the delivery of exceptional service to high-value, strategic clients. This role involves managing operational teams, ensuring client satisfaction, maintaining SLAs, and driving continuous improvement in service delivery. The ideal candidate has strong operational experience, excellent stakeholder management skills, and a strategic mindset to align services with client expectations and business goals. Key Responsibilities: Client Relationship Management: Act as the primary operational point of contact for assigned major key clients. Develop deep understanding of client needs, business models, and expectations. Proactively identify opportunities for growth, improvement, and issue resolution. Service Delivery & Operations Oversight: Ensure the effective delivery of services according to client agreements and SLAs. Oversee day-to-day operational activities and ensure adherence to quality and performance standards. Monitor KPIs, prepare reports, and analyze trends to drive data-driven decisions. Team Leadership & Development: Manage and mentor a team of operations executives or specialists assigned to key accounts. Set clear performance goals and provide ongoing coaching and development. Foster a culture of accountability, collaboration, and high performance. Process Improvement & Innovation: Identify inefficiencies and implement process improvements for operational excellence. Collaborate with internal departments (e.g., IT, Finance, Sales) to streamline workflows and eliminate bottlenecks. Leverage technology and tools to enhance service delivery. Escalation Management: Proactively manage and resolve operational issues and client concerns. Implement corrective actions and preventive measures to ensure service continuity. Reporting & Communication: Provide regular updates to internal leadership and clients on performance, challenges, and initiatives. Create and maintain detailed client documentation, reports, and account plans. Qualifications: Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s preferred). 6–10 years of experience in operations management, with at least 3 years in a client-facing or key account management role. Experience managing large or strategic accounts in a B2B environment is highly desirable. Strong understanding of operational processes, client service principles, and performance metrics. Excellent communication, negotiation, and interpersonal skills. Proven ability to lead teams and manage cross-functional collaboration. Proficient in Microsoft Office Suite, CRM tools (e.g., Salesforce), and operational reporting platforms. Key Competencies: Client-Centric Thinking Strategic Planning Analytical & Problem-Solving Skills Leadership & Team Management Results-Oriented Approach Adaptability & Resilience

Job Summary ICSPL is seeking a seasoned Credit Control Head to lead credit management, debt recovery, and accounts receivable operations. The role ensures timely collections, minimizes credit risks, and supports smooth financial processes. Responsibilities: Maintain strong relationships with key customers to facilitate prompt payments and minimize credit risk. Ensure timely debt recovery, negotiate repayment plans, and handle escalated overdue cases. Align payments with sales invoices, reconcile accounts receivables, and resolve discrepancies. Track overdue accounts, prepare aging reports, and provide regular updates on collection performance and credit risks. Collaborate with legal teams to resolve disputes or initiate legal recovery actions when needed. Lead and mentor the credit control team to meet collection targets effectively. • Develop and implement credit control policies and monitor adherence. • Assess customer creditworthiness and set credit limits. • Handle escalated cases of overdue payments and negotiate repayment plans where necessary. Key Role Debt Recovery & Escalation Handling: Drive timely collection of outstanding payments by following up regularly with clients. Negotiate and structure feasible repayment plans for overdue accounts. Take ownership of escalated cases, using both tact and firmness to ensure recovery while preserving client relationships. Reconciliation & Payment Alignment: Ensure incoming payments are correctly aligned with sales invoices and reconcile customer accounts regularly. Identify and resolve any mismatches or discrepancies in billing and payments to maintain clean books. Team Leadership & Performance Management: Lead and mentor the credit control team, setting clear targets, KPIs, and timelines. Provide coaching and support to team members to improve their negotiation and recovery skills. Foster a performance-driven and customer-sensitive culture. Credit Policy Development & Implementation: Develop and refine credit control policies and ensure organization-wide adherence. Monitor compliance to internal credit terms and recommend improvements based on business needs and market practices. Credit Risk Assessment: Assess the creditworthiness of new and existing clients using financial and transactional data. Set appropriate credit limits and terms in consultation with the sales and finance teams to balance business growth with risk management. Qualifications Bachelors/Masters in Finance, Accounting, or related fields. 7+ years in credit control, with 3+ years in a leadership role. Expertise in ERP tools (SAP, Tally) and excellent analytical, negotiation, and communication skills

Sr. Executive Incidents Management System Centre Handling inbound and outbound calls that include calls for Preventive maintenance, ATM updates / custodians/ Vendors and other calls from FLM/ SLM Support Co- ordination with different departments (Field/ UPS/ CRA/ OEM vendors) Handling the escalation from Internal/ External sources and maintain a healthy relationship with all the stakeholders Providing online technical support to field engineers and Electrician FLM and SLM Follow up & Alert handling/ Escalation handling Incident Management & Logging of Complaints Ensuring minimum ATM downtime associated with ATM Hardware / Network / Power Responsibilities: Monitoring of ATMs as well as Coordinating with ATM officers for FLM, SLM Maintain the track for high priority issues, Co- ordinate with local Coordinators, area managers and Vendors for resolution Authenticate the dependency for down time of ATMs and work closely to make ATM operational on priority Escalate high TAT calls to internal/external stakeholders Handle interactions on phone as well as on mail within stipulated period Desired Attributes: Energetic, excellent communication skills, Team spirit, Team Player, Problem solving approach Experience and Education Background: 1-3 years preferably from ATM Industry Any Undergraduate OR Graduate with Good Communication Skills Open to work in Rotational Shifts (Day / Night)

Sr. Executive Incidents Management System Centre Handling inbound and outbound calls that include calls for Preventive maintenance, ATM updates / custodians/ Vendors and other calls from FLM/ SLM Support Co- ordination with different departments (Field/ UPS/ CRA/ OEM vendors) Handling the escalation from Internal/ External sources and maintain a healthy relationship with all the stakeholders Providing online technical support to field engineers and Electrician FLM and SLM Follow up & Alert handling/ Escalation handling Incident Management & Logging of Complaints Ensuring minimum ATM downtime associated with ATM Hardware / Network / Power Responsibilities: Monitoring of ATMs as well as Coordinating with ATM officers for FLM, SLM Maintain the track for high priority issues, Co- ordinate with local Coordinators, area managers and Vendors for resolution Authenticate the dependency for down time of ATMs and work closely to make ATM operational on priority Escalate high TAT calls to internal/external stakeholders Handle interactions on phone as well as on mail within stipulated period Desired Attributes: Energetic, excellent communication skills, Team spirit, Team Player, Problem solving approach Experience and Education Background: 1-3 years preferably from ATM Industry Any Undergraduate OR Graduate with Good Communication Skills Open to work in Rotational Shifts (Day / Night)

We are looking for a thorough Construction estimator to calculate possible costs and gains of construction projects. You will collect and analyze data according to a series of useful variables. The ideal candidate will be very comfortable with numbers and analytical. You must have great attention to detail and excellent communication skills. The goal is to provide the company with accurate information that will help in operations and strategic planning. Responsibilities Acquire understanding of the requirements of the project/program at hand Select metrics to produce valid estimates Visit sites, warehouses and other venues to gather essential information Review documents or consult experts to collect all necessary data Analyze data and produce forecasts Perform risk analysis Prepare detailed reports or bids for submission to appropriate parties Select advantageous deals by evaluating offers and quotes Foster relationships with key vendors (subcontractors, architects etc.

Responsible for the Investigation of customer complaints received through various sources. Investigate such issues to determine if the complaint was due to a failure to meet the specification as well as ensuring other groups are involved as needed when determining root cause and corrective actions. Also will be the first point of contact for all walk in customer. Job Responsibility Investigation of assigned customer complaints Root cause analysis of complaints and suggest corrective actions Primary contact for all customer experience reporting and complaint handling activities This individual is responsible for independently receiving, documenting, investigating, and coordinating responses on all complaints. Ensures timely investigation of and response to all complaints. This involves initiating and participating in investigations and corrective action arising from complaints. Maintains current and complete complaint files. Performs analyses of complaints and implant reports for trends and identification of potential corrective or preventive actions Primary contact for all walk in customers. This individual will be responsible for handling the concern for the walk in customers and ensuring timely closure of complaints. Will be responsible for processing NOC's/NDC’s for all request received and getting in touch with the customer in case it’s returned to office

Do: Management of daily activities of a team Experience in Data Analyst experience Ensures achievement of all system, team and individual Customer Service goals and standards Manages Key performance indicators Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities Responsible for administrative aspects including reporting Superior communication (oral, written), presentation, and interpersonal skills Demonstrated ability to develop and implement process enhancements including technology and performance Ability to plan, prioritize, organize and communicate with client Proficiency in , Work-force management applications, Quality tools and technologies, Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations. Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads Coordinate with delivery managers and the L&D POC to plan sessions Drive completion by following with respective leads and managers Mandatory Skills: Geographic Info. Systems(Car support).: Experience: 3-5 Years.

Greetings from ReSource Pro!!! . Job Description Job Title: Assistant Manager, Service Delivery, India Working Experience: Minimum 8 years experience, 1 + years of experience as an Assistant Manager (on paper). Department: Service Delivery Unit Minimum Qualifications: Graduation Purpose of the Position: In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate. In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed. In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce. Oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met. Identify and lead the department, division or company level projects to realize corporate goals and strategies. Principal Responsibilities: Talent Inventory: Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors. Client Services: Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients. Business Growth: Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies. Problem Solving: Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. Managing Projects: Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects. Employee Engagement and Budget: Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals. The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs. Competencies, Skills and Behaviors: Manages for effective performance and develop staff Build effective team relationships Communicates effectively Demonstrates functional excellence Customer centric Shift Timings: Regular Shift - 7:00 AM to 4:00 PM | 7:30 AM to 4:30 PM | 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM Real-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM

About The Role Job Role Manage the Service Scores of the branch Responsible for management of day to day operations of the branch. Ensuring strict adherence to compliance, audit and regulatory requirements. Timely authorization and checking SO/SDO/RO system input for customer transaction/ service request Branch Lobby and customer Queue management. Managing cash (including FX and TCs) at the branch and ensuring that cash (including FX and TCs) is within branch limit. Customer complains management and ensuring resolution of all complaints within TAT. Be responsible for the AML & KYC compliance of the various account opening forms submitted to CPC/RPC Job Requirements MBA/Graduate Minimum work exp. 4 years Customer service oriented People Management skills Good communication abilities Ability to guide and monitor his/her reportees

About The Role J ob Role Manage the Service Scores of the branch Responsible for management of day to day operations of the branch. Ensuring strict adherence to compliance, audit and regulatory requirements. Timely authorization and checking SO/SDO/RO system input for customer transaction/ service request Branch Lobby and customer Queue management. Managing cash (including FX and TCs) at the branch and ensuring that cash (including FX and TCs) is within branch limit. Customer complains management and ensuring resolution of all complaints within TAT. Be responsible for the AML & KYC compliance of the various account opening forms submitted to CPC/RPC Job Requirements MBA/Graduate Minimum work exp. 4 years Customer service oriented People Management skills Good communication abilities Ability to guide and monitor his/her reportees

The Analyst role involves conducting periodic reviews to comply with client policies for Know Your Customer (KYC) requirements. You will be responsible for meeting productivity and quality targets, managing your own workload, and incorporating feedback from approvers. Your main tasks will include performing corporate renewal reviews, understanding client policies and procedures, and ensuring compliance with documentation requirements for different corporate structures in the KYC context. You will need to have a deep understanding of corporate structures, such as privately owned or public companies, trusts, and partnerships. Additionally, you will be expected to proactively review and follow up on referrals and queries, escalating to Subject Matter Coaches or the client when necessary. Managing your caseload efficiently and making decisions to maintain business objectives will be crucial in this role. Another important aspect of the role involves sourcing data from various systems and accurately transferring it to the primary system. Overall, the Analyst position requires a high level of attention to detail, strong knowledge of KYC processes, and the ability to work independently while adhering to client policies and standards.,