938 Escalation Management Jobs - Page 2

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

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

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

Resolve End Users infrastructure issues when they seek help from the IT help desk through various mediums like calls, chat, and Service Requests. Roles and Responsibilities: Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients. Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions. Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service. Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary. Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times. Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues. Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution. Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement. Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process. Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages. Skills Requirement: Prior Service Desk (SD) experience is mandatory. Excellent English speaking skills are mandatory. Strong troubleshooting and problem-solving abilities for infrastructure issues. Proficiency in using ticketing systems for incident and service request management. Ability to provide customer support across multiple channels (phone, email, chat). Understanding of SLA compliance and commitment to meeting targets. Experience in knowledge management and creating documentation. Strong communication and interpersonal skills for effective escalation and collaboration. Ability to monitor system performance and generate reports. Customer-focused with a strong commitment to satisfaction. Understanding of service continuity principles. QUALIFICATION: Graduate.

The Loan Servicing Manager - Associate is a crucial role within the Loans group, where you will be responsible for executing specific tasks and meeting requirements. This position plays a vital role in the team and offers exposure to various aspects of operating a banking office. You will closely supervise the team on a daily basis to ensure all Service Level Agreements (SLAs) are met and promptly escalate any exceptions for resolution. It is essential to adhere to the established QUALITY & QUANTITY SLAs and maintain a robust workflow allocation model. As subject matter expert (SME), you will handle complex process-related queries from team members and escalate them to onshore teams for resolution if needed. Implementing a robust Knowledge Management model, including maintaining Standard Operating Procedures (SOPs), managing process/policy changes, training new joiners, and providing ongoing training to the existing team, is a key responsibility. Encouraging 100% compliance with process-related policies, guidelines, and controls is crucial. Additionally, motivating and supporting team members to achieve their goals, identifying high-potential (HIPOs) individuals, and devising development plans for them are essential aspects of this role. You should proactively identify alternatives, options, and different perspectives on issues/problems, seeking alternative scenarios. Collaborating effectively with colleagues from various departments, valuing their skills and experiences, and fostering interdependence to achieve shared objectives are essential for success. Identifying process and soft skills-based training opportunities to enhance individual performances and growth plans is important. Ensuring learning plans are in place and compliance with mandatory training timelines is maintained. The ideal candidate will have a Bachelor's degree with a minimum of 10 years of relevant experience in loan servicing work within syndicated loans or a back office/financial industry setting. Proficiency in loan systems like loan IQ, knowledge of nostro/cash matching, General Ledger reconciliation, SWIFT, and remittance systems is required. Strong problem-solving skills, a risk and control mindset, knowledge of investment banking products, and experience in managing small to medium-sized projects successfully are essential. Proficiency in people and performance management, as well as escalation management, is vital. Preferred qualifications include the ability to influence and lead discussions with stakeholders, executive presence in summarizing and recommending solutions to senior management, domain learning, strong interpersonal and communication skills, analytical thinking, and problem-solving capabilities. Knowledge of product lifecycle and area product management is advantageous.,

The NOC Agent - Tier 1 is responsible for handling all client interactions through the ticketing system. You will meticulously document every step of the process from initiation to completion. Your duties include performing initial triage and troubleshooting to determine if the issue should be escalated to the Tier II team or if on-site technician deployment is necessary. You will receive and monitor service requests from clients through various channels such as phone, email, chat, Customer Portal, or automated ticket alerts. Proactive monitoring of tickets through outbound calls is also part of your responsibility. Conduct Tier 1 level troubleshooting with both internal and external clients. Collaborate with team members to ensure appropriate ticket entitlement and coverage. As a NOC Agent - Tier 1, you will provide remote white-glove support for client meetings and events when required. It is imperative to adhere to all departmental and company-wide guidelines, practices, policies, and procedures. Log and track issues accurately using the incident/problem management database (ConnectWise) with up-to-date information. Maintain communication with NOC Tier 2 Agents, Field Technicians, subcontractors, and clients to ensure open service tickets are managed efficiently. Ensure tickets are updated and followed up with internal and external clients/personnel within the specified contractual SLA timeframe. Review open tickets to guarantee timely resolution and provide clients with updates on any changes to their service ticket. Communicate with potential clients and refer them to Sales when necessary. Identify issues that require escalation to a higher-level support member or management. You will handle multiple issues simultaneously, prioritizing based on resolution urgency while maintaining quality service delivery to clients. You are accountable for identifying issues that need to be escalated to Tier 2, Management, or another internal party capable of resolution. Requirements include a High School Diploma or equivalent and preferred certifications such as CompTia A+, CompTia Network+, and Avixa CTS. You should have at least one year of related customer service industry experience or equivalent. Proficiency in Microsoft Office Suite, exceptional interpersonal and communication skills, strong attention to detail, ability to work under pressure, and meet deadlines are essential. Experience with audio-visual, corporate video, and IT-related systems, ticketing systems, ERP, and CRM applications are advantageous.,

As a CyberArk Senior Engineer, you will be responsible for managing and supporting privileged accounts, passwords, and sessions across servers and platforms. Your primary role will involve providing access to appropriate personnel to easily view, use, verify, change, reconcile, and retrieve passwords as needed. You will support the continuous onboarding of new servers and privileged accounts, ensuring the smooth operation of onboarding privileged accounts from in-scope servers into the PAM product. Additionally, you will be involved in storing and discovering unique passwords from various environments into the Enterprise Password Vault (EVP) of the PAM system. Your responsibilities will also include supporting automated password change processes to enhance password security and compliance with corporate policies and regulations. You will play a crucial role in providing password protection against security risks, exposure, destruction, and loss by provisioning appropriate access to managed passwords. Monitoring and recording privilege sessions in real-time and offline to detect misuse of privilege accounts will be part of your daily tasks. You will also be responsible for supporting PAM server components, PAM application support, and privileged account lifecycle management, including creation, updating, and termination using PAM tools. In addition, you will support privileged account access reviews and certifications as per the agreed timeline, such as quarterly or semi-annually. Your role will involve providing support for privileged users" access issues, break-fix support, patches, updates, and day-to-day operation of the PAM solution. You will be tasked with fixing issues related to service accounts discovery, onboarding, accounts retrieval, password retrieval, managing safe, safe members, account login issues, service accounts de-provisioning, and reporting. Facilitating collaboration and escalation of problems related to the PAM product with the product vendor for any product-related issues will be essential. Furthermore, you will collaborate in the ongoing development of training and educational materials, assist with demos, and training sessions. Monitoring and discovery at specific intervals for new privileged accounts on new servers will also be part of your responsibilities.,

As a CX Agent, you will be responsible for managing B2B (Agency or Corporate) clients, demonstrating excellent teamwork and communication skills. You will need to exhibit effective Telephone and Email etiquettes, while being a quick learner in understanding product functionality and troubleshooting techniques. Proficiency in Travel Technology including computer reservations systems (CRS), GDS systems like Amadeus and Galileo is essential. Fluency in English and Hindi is required, and knowledge of additional languages is an advantage. Your exemplary customer service skills will be crucial in presenting, persuading, and communicating effectively with clients. Knowledge about Visa, Train/Bus, Cabs, Packages, TC areas, Airline code, City code, and Type of fares will be beneficial. Understanding timely travel restrictions and possessing IATA certification will be advantageous. You should be willing to work in shifts and maintain strong client relationships by providing support, information, and guidance. As a CX Agent, your responsibilities will include handling inbound and outbound calls, addressing guest queries within defined TAT, responding to guest emails and feedback promptly, and clearing backend queues for manual processing. Building and maintaining relationships with frequent bookers, passengers, and travel coordinators is essential. Adhering to SLAs, escalating calls when necessary, and providing top-notch customer service for bookings, ticket cancellations, reissuances, and issuances via telephone and email are key duties. You will play a role in creating process guidelines, updating reports, identifying automation opportunities, determining root causes for customer issues, and collaborating with internal support teams. Your role will also involve suggesting suitable travel options based on clients" needs. The ideal candidate for this position should hold a Graduate/Diploma in Travel & Tourism or be IATA certified. Previous experience in the Travel Industry, including OTAs, B2B Consolidator, Airlines, Travel Agency, or Corporate Travel Desk, is preferred. This is a full-time position that requires working in person at the designated location.,

Manage vendor and client interactions. Adhering to SOPs, monitoring deliverables maintaining timelines. POC between internal teams, vendors, and clients. Use Excel for data tracking, reporting, maintaining records. Follow up escalate issues if needed

Operations Manager (Female Only) Exp- 10+ Years (3+ Years as Operations DM/Mgr/Ops Mgr) Loc- Gurgaon || UK Shifts Pkg- 23 LPA Nancy 8586914964 Nancy.imaginators7@gmail./com Required Candidate profile Should have international voice process exp. Should have handled 100+ FTE's. Should have 3+ years on paper exp as Deputy Manager/Manager/ Sr Manager/ Operations Manager.

Greetings From Prochant !!! Opening For Senior Manager RCM - CHN Key Responsibilities and Duties: As a Manager you are responsible for several areas that are key to success for the Prochant, an outsourced billing service in the U.S. healthcare industry. In this role, you are accountable to Directors and ensure production and quality targets are met as per company requirement, you main responsibilities would include overseeing and optimizing the processes related to the organization's revenue generation. This involves managing the entire revenue cycle, from patient registration and billing to claims processing and collections. Required Skills: Should have minimum 15+ years of experience in RCM process Minimum 5 years in leadership experience Should have experience in End to end RCM process Flexible to work in night shift Overall responsibility for Monitoring all process ( cash, billing, transmission, correspondence, MIS, support, Medicare audit process, AR process, EV/ PA) Responsibilities Supervising RCM team: Leading and guiding a team of RCM specialists, ensuring they adhere to best practices and achieve performance targets. Revenue Optimization: Implementing strategies to improve the revenue cycle efficiency, minimize denials, and increase revenue collection. Data Analysis: Analyzing financial data and performance metrics to identify trends, bottlenecks, and areas for improvement. Process Improvement: Identifying opportunities to streamline revenue cycle processes, reduce costs, and enhance overall operational efficiency. Staff Training: Providing ongoing training and development for RCM staff to stay updated with industry changes and best practices. Reporting: Preparing regular reports on revenue cycle performance and presenting findings to higher management. Collaboration: Working closely with other departments like finance, billing, and clinical teams to ensure seamless coordination and communication. Compliance and Audit: Ensuring adherence to relevant laws, regulations, and internal policies during the revenue cycle process. Technology Integration: Implementing and leveraging RCM software and tools to optimize workflows and enhance revenue cycle performance. Benefits: Salary & Appraisal - Best in Industry Excellent learning platform with great opportunity to build career in Medical Billing Quarterly Rewards & Recognition Program Dinner for Night Shift Upfront Leave Credit Only 5 days working (Monday to Friday) No of openings : 2 Mode Of Interview : Zoom / Teams Contact Person : Abdul Wahab Interested candidates call / whats app to 8248165076 or share your updated CV to Abdulwahab@prochant.com

Job Title: Delivery Manager Experience: 3 - 6 Years Key Responsibilities: Lead and own end-to-end delivery for multiple IT clients Set delivery targets and track team performance across accounts Coordinate with Account Managers and Recruitment Leads to align sourcing with client priorities Drive urgency and accountability across recruiter teams Maintain high fill ratios, submission TATs, and offer-to-join ratios Identify gaps in hiring process and resolve proactively Mentor senior recruiters and ensure quality across the delivery funnel Report regularly to leadership and contribute to client reviews Requirements: Bachelor's or Master's degree (MBA preferred) 3+ years of experience in IT staffing/recruitment delivery Prior experience in leading delivery for multiple accounts Strong team leadership and performance management skills Ability to work in a high-paced, target-driven environment Proficiency with ATS, job boards (Naukri, LinkedIn), and sourcing strategies Excellent communication and client-facing capabilities

Job Title: Customer Support Success & Consultation Executive Location: Greater Noida (On-site) Job Type: Full-Time Brand: Gemeria Hair About Us: Gemeria Hair is a premium luxury brand offering high-quality human hair extensions, wigs, and toppers. We serve clients across India and internationally, delivering not just products but experiences. Our customers expect professional, personalized, and timely support and were looking for someone who can deliver exactly that. Key Responsibilities: Attend and respond to incoming calls , including timely callbacks for missed calls Provide prompt customer support across Instagram, Facebook, YouTube, and other social media platforms Handle WhatsApp Business communication via Bitespeed/Zoko or other tools used in the future Deliver clear, professional email responses for inquiries, issues, and consultation Manage international customer queries via email, WhatsApp, and video calls Conduct video call consultations for both Indian and international customers, offering expert guidance on product selection Book and manage appointments and trial bookings (virtual & in-person) Handle returns and exchanges , ensuring a smooth, empathetic process aligned with company policy Use the Ticket ID system to log, track, and resolve customer queries effectively Perform timely follow-ups for unresolved issues and ongoing cases Maintain a friendly, calm, and patient tone , even with high-touch or concerned customers Ensure top-notch English communication written and spoken, suitable for global clientele Multitask across multiple dashboards: Shopify, email, WhatsApp, CRMs, etc. Provide personalized product consultations , helping customers find the right fit based on their needs Think proactively and solve problems independently where possible Requirements: 13 years of experience in customer service , preferably with a luxury or D2C brand Excellent command of spoken and written English Must be comfortable speaking on camera for video consultations (India & international) Tech-savvy with experience using customer service tools , Shopify, and CRM platforms Strong empathy, patience, and communication skills Ability to multitask and manage pressure during high-volume periods Familiarity with global customers’ expectations and time zones is a plus Why Join Us? Join a premium, fast-growing D2C brand with a loyal global customer base Be part of a collaborative and high-performance support team Gain exposure in international customer support and consultation Work in a modern and supportive office environment at our Greater Noida headquarters Training and development opportunities in luxury customer service Call to Connect: +91 9990470797

customer grievance handling unit Graduation Work exp: 2+ yrs Work related skills: Good in Excel, process of cross-functional departments and effective communication skills. CTC – up to 5.50 LPA (including variables) Directly share CV on 7991936355

Responsibilities: Handle and resolve high-impact customer escalations, including those directed to the senior management. Manage grievance and second-level escalations cases and ensure timely and satisfactory resolutions. Develop a thorough understanding of company policies, processes, and systems to provide effective solutions. Collaborate with the internal stakeholders at Onsitego for resolutions regarding customers issues, product problems, service questions and other general client concerns Address service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Ensure timely resolution of all escalations within optimum turnaround time while maintaining a high level of professionalism. Identify trends and root causes of recurring issues and work towards process improvements. Desired candidate profile: Proven 2-6 years of experience as Escalation Specialist or similar role Excellent communication and people skills Experience: 2+ years Qualification: Graduate

About The Role Skill required: Retirement Solutions - Customer Service Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1-3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do We are dealing with individual retirement of variable annuity and here we have work in policy transactions received from policy owners based on request we deal with policy admin services and death claims request. Also, both the teams handle phone calls on NIGO request with agent and customersRetirement solution is a comprehensive process to understand how much money you will need when you retire. Retirement solution also helps you identify the bestCustomer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships. What are we looking for 2.What are you looking forWe are looking for candidate with experience in Life-Annuity Claims and Policy admin services financial and non-fi transactions such as policy surrender, loan, withdrawal, and policy transfersLife , Annuity, Retirement Insurance ,claims experience and managed financial transactions Roles and Responsibilities: Candidates who will hire for above role will be responsible for 100% transaction role with same day processing tat and ~20-30% NIGO calls with clientCandidate should have been flexible for 100%-night shift start from 8.30 PM and RTO during the training Qualification Any Graduation

NEED ONLY MALE Job Description (JD) for the Customer Support Manager role at a diagnostic center: Hiring: Customer Support Manager Location : Garia, Kolkata Gender : Male Language Preference : Non-Bengali preferred Salary : Up to 4.80 LPA (based on experience) Openings : 5 Industry : Diagnostic / Healthcare Job Summary : We are looking for a proactive and experienced Customer Support Manager to lead our support team and ensure seamless communication between our franchise labs and the central diagnostic center. The candidate must have strong team management skills and the ability to resolve queries efficiently. Key Responsibilities : Lead and supervise Customer Support Executives and Team Leaders Coordinate with franchise labs to ensure proper service delivery and reporting Regularly check and verify test reports from franchises for quality and accuracy Act as the main point of contact for queries or escalations from labs/franchise partners Ensure timely resolution of issues related to reports, processes, or communication Maintain daily performance tracking , query logs, and feedback summaries Collaborate with operations, lab, and management teams to ensure service excellence Candidate Requirements : Graduate in any discipline (Healthcare or Management background preferred) Minimum 3 to 5 years of experience in customer support or team management, preferably in healthcare or diagnostics Strong leadership, coordination, and problem-solving skills Proficient in MS Office and report handling Excellent verbal and written communication skills Should be comfortable working in a fast-paced, multi-location support setup To Apply : Sharbani Biswas 9831067997 sharbani.b@ipsgroup.co.in

Hands on experience on IP technology- MPLS/ILL/ SDWAN services. Should be ready to work in 24x7x365 support . L2 & L3 troubleshooting on proactive & reactive tickets/cases . Ticket life cycle management with all stake holders till the resolution, Escalation management. Daily Incident Management & Vendor management (e2e ownership of ticket) with ticket acknowledgement, Initial, Subsequent updates to customer & the resolution in follow up with TATA resolver Teams. Handle customer queries and concerns tactfully and get them addressed with help of respective teams. Ensure the Database management of the customer circuits. Ensure AMC Expiry track & subsequent renewal of the CPE which are hardware managed. Skills required : CCNA /CCNP MPLS SDWAN Routing & Switching Troubleshooting skills on GVPN MPLS, ILL & IZOIWAN

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! A Project Management Office (PMO) Manager is responsible for overseeing and directing the PMO, ensuring that project management processes are followed effectively, and that projects are delivered on time, within budget, and to the required quality standards. Act as a bridge between senior management, project teams, and stakeholders, aligning projects with strategic goals and providing guidance and support. Strategic Alignment: Ensuring project teams are aligned with the organization's strategic objectives and business goals. Portfolio Management: Overseeing the project portfolio for a defined geography Prioritizing projects based on BMC Helix ProServ strategy Communicating effectively with various stakeholders, including senior management, project teams, customers, partners and external parties. Financial Management: Proactive planning to achieve quarterly, half-yearly and annual revenue goals assigned to the business function. Monitoring budget planning, utilization, and recognition on all projects delivered by the team members. Managing Bad Debts and recovery process. Resource Management: Managing and allocating resources across projects Maintaining 10-20% additional capacity Ensuring all resources are adequately skilled on all BMC Helix product lines Ensuring all resources are PMP certified, and the certifications are renewed on a timely manner. Ensuring all resources are certified in the most updated ITIL standards. Providing training and mentorship to project managers and team members. Stakeholder Management: Working in closely with the Resource Management, Sales, and Customer Success teams on pipeline generation and demand planning. Partnering with the Service Delivery, Support, and R&D teams ensuring smooth delivery of projects and escalation management. Process Management: Implementing, and maintaining standardized project management processes and methodologies as prescribed by the BMC Helix Project Management best practices. Ensuring the teams are proficient in using BMC Helix Project Management tools and applications. Identifying areas for improvement in project management processes and practices. Governance & Reporting: Tracking project progress, identifying risks and issues, and implementing corrective actions. Establishing procedures to review project progress. Providing regular project status reports to senior management and stakeholders. Conducting and/or participate in Steerco meetings. Preparing weekly, monthly, and quarterly reports and summaries on all KPIs

Responsible for resolving customer complaints/escalations through Internal Escalation Desk. Handling RBI exclations on Desk. All such Grievances are entered into our Complaint Management System for further resolution. Nodal Officer is a representative of Customer and ensures appropriate resolution by interfacing with different functions within credit Card. Interested candidates call me 8447044349

Role & responsibilities Lead a team of 15-20 analysts, drive SLA/KPI adherence, and support delivery excellence • Serve as client-facing SPOC and manage updates, requests, and escalations • Monitor performance, conduct regular coaching, and implement feedback mechanisms • Ensure compliance, risk management, and process improvement initiatives • Maintain real-time communication with clients, internal teams, and stakeholders . Preferred candidate profile People management and delivery ownership • Client and stakeholder communication • SLA/KPI tracking and escalation handling • MS Excel & PowerPoint proficiency • Coaching and performance monitoring 2-4 years of experience in people management or leadership roles within the BPO industry.(on paper) NOTE - Candidate should be comfortable in Night shift , One way Cab service will be provided.

Job Title: Client Service Manager Background Verification (BGV) Department: Client Relations / Operations Location: Bangalore Employment Type: Full-time Role Overview The Client Service Manager will be responsible for managing client relationships, ensuring timely and accurate delivery of background verification services, and driving customer satisfaction. This role acts as a bridge between clients and internal teams, ensuring smooth onboarding, execution, and resolution of client queries. Key Responsibilities Serve as the primary point of contact for assigned clients in the BGV domain. Understand client requirements and customize verification processes accordingly. Coordinate with internal verification teams to ensure timely completion of cases. Monitor SLAs and KPIs to maintain service quality and turnaround time. Handle escalations and resolve client issues with professionalism and urgency. Conduct regular client reviews and feedback sessions. Maintain accurate documentation and reports for client interactions and service delivery. Collaborate with sales and operations teams for client onboarding and renewals. Identify opportunities for upselling or cross-selling BGV services. Required Skills & Qualifications Bachelors degree in Business Administration, HR, or related field. 7+ years of experience in client servicing, preferably in the BGV or HR services industry. Strong communication and interpersonal skills. Ability to manage multiple client accounts and prioritize tasks. Proficiency in CRM tools and MS Office Suite. Problem-solving mindset with attention to detail. Knowledge of BGV processes, compliance standards, and industry best practices. Preferred Attributes Experience working with large enterprise clients. Familiarity with data privacy laws and employment verification protocols. Ability to work under pressure and meet tight deadlines. A proactive attitude and customer-first approach

Keeping check and control on SLA & optimizing it by Planning and operational efficiency to meet organizational goals. Managing customer expectations and escalations. Fair knowledge of Helpdesk operation, E-Surveillance monitoring, Escalation management. Must be of aware of regulatory guidelines by authorities Capabilities to adopt frequent changes in scope and delivery as per business & customer requirement Should be able to communicate with customer & internal stake holder. Should be able to manage deployment and ES operations Offers of employment are conditional upon passage of screening criteria applicable to the job. Role: Team Leader Industry Type: IT Services & Consulting Department: Customer Success,Service & Operations Employment Type: Full Time, Permanent Role Category: Operations Education UG: Any Graduate PG: Any Postgraduate

Function: Operations Designation: Project Executive- Audit Open Position: 03 Location: Bangalore, Pune and Mumbai About Keus Keus is at the forefront of integrating elegant design with state-of-the-art technology in smart home automation and architectural lighting. Our mission is to transcend ordinary living, offering a luxurious smart home experience that is seamless and beyond compare. Our philosophy is centered around a design-first approach, where impeccable aesthetics meet unparalleled functionality. At Keus, a cadre of leading Industrial Designers, Electronics and Electrical Engineers, and Software Architects, merge their expertise to redefine industry standards and craft bespoke smart home products and solutions that lead the way in innovation. We pride ourselves on being the benchmark of sophistication and holistic smart home experiences in India, relentlessly innovating not only to meet but redefine global standards. Keus is on an ambitious path of expansion, with 2024 marking our entry into the thriving markets of Mumbai, Bangalore, and Pune. Our strategy involves directly engaging with Architects, Interior Designers, and leveraging Digital Marketing to enhance our customer reach. Discover more about our vision and offerings: Visit our website: www.keus.in Watch us on YouTube: KeusSmartHome Follow us on Instagram: @keussmarthome Join us in shaping the future of luxurious Smart living. Position Overview: We're looking for a proactive Project Executive-Audit to join our operations team, responsible for monitoring the entire installation process as per SOP and escalate the deviations to the management in structured manner. Ideal candidates will possess knowledge of house wiring, inverter wiring, power supplies, and proficiency in Documentation. Key Responsibilities: Keenly observe the entire installation process at customer sites to ensure adherence to SOP Ensure a seamless installation process and minimize error rates Promptly addressing the process deviations related to electrical, home automation, and lighting products Proper documentation of errors noticed and present the metrics Structured escalation of identified issues and providing resolutions in a systematic manner Qualifications: Education background should include a B. Tech or Diploma with a focus on electrical engineering Ideally 0 to 2 years of expertise in the same or relevant industry Proficiency in documentation, data analysis, and basic knowledge of house wiring, load calculation, and AutoCAD Sound knowledge of power supplies (single/multiphase), inverters, generators, and related systems Strong interpersonal abilities Key measures of success: Documentation and structured reporting on site observations Seamless Installations Quality of Execution Cross functional coordination Key Competencies: Ownership for action and results Customer centricity Process Centricity Documentation Skills Communication and Interpersonal skills Keus Culture: Join a team that is passionate about innovation and excellence. At Keus, we value creativity, collaboration, ownership and a commitment to leading the smart home revolution. What Keus Offers: The opportunity to be at the forefront of the home automation industry, working with high-end clientele. A dynamic and supportive work environment that values innovation and creativity. Competitive salary, commission structure, and benefits. Professional growth opportunities in a rapidly expanding company. Application Process: Qualified candidates are invited to submit their resume through email: marked to Rajasekhar at m.rajasekhar@keus.in and cc to minnat@keus.in Please include Project Executive- Audit in the subject line of your application. Keus is an Equal Opportunity Employer; We celebrate diversity and are committed to creating an inclusive environment for all employees.

Position: E commerce Support Manager Location: Noida/Gurugram ( must be comfortable working from either the Noida or Gurgaon office, as required) Job Overview We are seeking a dynamic and customer-obsessed E commerce Support Manager to lead our support team in delivering exceptional service experiences to our customers. This role requires a balance of people leadership, process optimization and strategic thinking to ensure high customer satisfaction and operational efficiency across various support channels. Key Responsibilities Lead the customer support team & manage day-to-day customer service operations to ensure timely resolution of customer issues. Monitor key performance metrics and implement strategies for continuous improvement. Handle escalated customer issues and complaints with empathy and efficiency. Collaborate cross-functionally with logistics, product, tech and marketing teams to resolve root-cause issues and improve customer experience. Drive initiatives to run spport processes. Champion a customer-first culture across the organization. Can scale support operations in a startup or fast-growing e-commerce environment. Familiarity with CRM, order management systems, or fulfillment processes. Exposure to AI/automation tools in customer support. Requirements Bachelors or Masters degree Experience: 3-5 years of customer service (with a team handling role) Industry Preference: E-commerce Experience with customer service tools such as Unicommerce, Zoho, Quick Engage, Shopify Excellent communication skills written and verbal. Analytical mindset with the ability to interpret support data and metrics. Ability to thrive in a fast-paced, high-growth environment. Passion for customer satisfaction and problem-solving. It is an opportunity to shape the customer experience at a high-growth e-commerce segment.