949 Escalation Management Jobs - Page 21

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: Institutional_Finance_Buy_Side_Others. Experience3-5 Years.

Key Responsibilities: - Meet social media quality standards Provide timely response and effective resolution to a range of customer inquiries/complaints raised on social media. And follow them up to a final resolution. Resolve conflicts between vendors and customers by helping them arrive at a satisfactory conclusion Coordinate with internal teams and vendors for closing the issues at the earliest. Deliver high-class customer service and build customer satisfaction and loyalty. Educational Qualification: Bachelor's Degree Years of Experience (Minimum & Maximum): 2 to 4 years. Language preference - Strong English & Tamil or Telugu Must What is the nature and scope of responsibilities the candidate should have handled? Experience of 1-3 years in social media complaint handling and escalation management. Problem-Solving Approach and Conflict Management. Customer Expectation Management. Generic Competency: Customer Expectation Management

Operations Manager - International Chat Process We are seeking a highly motivated and experienced Operations Manager to lead our International Voice Process operations in Baroda, Pune & Mumbai. This critical role demands a proven leader with a strong background in managing large teams within a BPO environment, specifically handling international voice processes and chat processes. The ideal candidate will be adept at driving operational excellence, achieving client SLAs, maximizing revenue generation, and fostering a positive and high-performing work culture. You will be responsible for managing a team of Team Leaders, Assistant Managers, and Deputy Managers, ensuring the delivery of exceptional service and the achievement of key performance metrics. Role & responsibilities Analyze and maintain all Client Service Level Agreements (SLAs), proactively identifying and implementing improvement plans to exceed client expectations. - Cultivate and maximize strong relationships with client partners, serving as a key point of contact for operational matters. - Attend business reviews with the client, presenting performance data and strategic initiatives. - Maximize revenue generation by effectively managing operational costs and contributing to long and short-term financial projects. - This includes meticulous data collection for billable/non-billable hours, accurate forecasting, and active participation in the budgeting process. - Select, train, develop, and effectively manage the performance of direct reports (Team Leaders, Assistant Managers, Deputy Managers) and their respective teams. - This encompasses planning and assigning work, setting clear expectations, providing regular feedback, and ensuring adherence to the organizations policies and legal requirements. - Conduct regular one-on-one meetings to review individual and team performance, providing ongoing developmental coaching and guidance. - Manage and meticulously review critical operational reports, including Attendance adherence, Performance Feedback (PFP), Client scorecards, and comprehensive Metrics management reports. - Analyze trends, identify areas for improvement, and implement effective strategies to enhance performance across all key metrics. - Provide strong leadership and clear guidance to direct reports to ensure the consistent administration of company policies and standards. - Define and implement any necessary corrective actions to address performance gaps and ensure operational targets are consistently met. - Foster a positive and engaging work environment that motivates and retains top talent. - Proactively address and resolve employee relations issues in a professional and timely manner, ensuring a fair and equitable workplace. - Actively participate in cross-functional meetings involving operational support functions such as Training, HR, Quality, Workforce Management (WFM), and Talent Acquisition (TA). - Effectively review information received, collaborate to define robust action plans, and drive continuous improvement initiatives across the operation. Preferred candidate profile Bachelor's or Master's degree in a related field is preferred. - Minimum of 5+ years of overall experience. - Proven experience working in an International Voice Process within a BPO setting. - Minimum 1+ year of experience as an Operations Manager with demonstrable success in managing teams and achieving operational targets. - Must have held the role of "Ops Manager On papers" in a BPO organization. - Preferred: More than eight years of overall experience with at least two years of progressive management experience. - Demonstrated deep understanding and ability to effectively manage and improve key operational metrics. - Proven ability to coach and develop action plans that maximize individual and team performance, providing effective and constructive feedback. - Demonstrated ability to analyze existing work processes, identify inefficiencies, and implement effective improvements. - Willingness to work a flexible schedule to meet the demands of a 24/7 international operation. - Qualification: Graduate / Postgraduate

Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience.SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation. Role & responsibilities Support issues : Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects Provide reports : Provide reports on the health of the customer's instance Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning Advocate for customers: Act as an escalation point for customer-submitted cases and requests Client Relationship Management : Establish and maintain strong relationships with key accounts. Act as the primary contact for customers inquiries, providing timely and effective solutions. Issue Resolution : Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction. Customer Onboarding : Guide new customers through the onboarding process, ensuring they understand how to use the companys products or services effectively. Performance Monitoring : Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery. Cross-Functional Collaboration : Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings. Account Management : Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service. Feedback Collection : Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements. Proactive Engagement : Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customer. Documentation and Reporting: Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance.In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations.You will coordinate cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency. he Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience.SAM works with customers to understand their business goals, service history, and technical Preferable candidates- Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial. Problem-Solving : Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction. Time Management : Excellent organizational skills to manage multiple accounts and priorities simultaneously. Customer-Centric Mindset : A commitment to delivering exceptional customer service and fostering positive relationships. Analytical Skills : Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement. Adaptability : Flexibility to adapt to changing customer needs and dynamic work environments. Team Collaboration : Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction. Empathy and Patience : Understanding customer frustrations and addressing them with patience and sensitivity. Education: Bachelors degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform. Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial. Problem-Solving : Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction. Time Management : Excellent organizational skills to manage multiple accounts and priorities simultaneously. Customer-Centric Mindset : A commitment to delivering exceptional customer service and fostering positive relationships. Analytical Skills : Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement. Adaptability : Flexibility to adapt to changing customer needs and dynamic work environments. Team Collaboration : Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction. Empathy and Patience : Understanding customer frustrations and addressing them with patience and sensitivity. Education: Bachelors degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform.

Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation. Role & responsibilities Support issues : Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects Provide reports : Provide reports on the health of the customer's instance Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning Advocate for customers: Act as an escalation point for customer-submitted cases and requests Client Relationship Management : Establish and maintain strong relationships with key accounts. Act as the primary contact for customers inquiries, providing timely and effective solutions. Issue Resolution : Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction. Customer Onboarding : Guide new customers through the onboarding process, ensuring they understand how to use the companys products or services effectively. Performance Monitoring : Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery. Cross-Functional Collaboration : Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings. Account Management : Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service. Feedback Collection : Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements. Proactive Engagement : Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customer. Documentation and Reporting: Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance.In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations. You will coordinate cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency. he Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical Preferable candidates- Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial. Problem-Solving : Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction. Time Management : Excellent organizational skills to manage multiple accounts and priorities simultaneously. Customer-Centric Mindset : A commitment to delivering exceptional customer service and fostering positive relationships. Analytical Skills : Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement. Adaptability : Flexibility to adapt to changing customer needs and dynamic work environments. Team Collaboration : Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction. Empathy and Patience : Understanding customer frustrations and addressing them with patience and sensitivity. Education: Bachelors degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform. Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial. Problem-Solving : Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction. Time Management : Excellent organizational skills to manage multiple accounts and priorities simultaneously. Customer-Centric Mindset : A commitment to delivering exceptional customer service and fostering positive relationships. Analytical Skills : Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement. Adaptability : Flexibility to adapt to changing customer needs and dynamic work environments. Team Collaboration : Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction. Empathy and Patience : Understanding customer frustrations and addressing them with patience and sensitivity. Education: Bachelors degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform.

Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation. Role & responsibilities Support issues : Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects Provide reports : Provide reports on the health of the customer's instance Assist with upgrades: Identify upgrade needs, create upgrade plans, and assist with upgrade planning Advocate for customers: Act as an escalation point for customer-submitted cases and requests Client Relationship Management : Establish and maintain strong relationships with key accounts. Act as the primary contact for customers inquiries, providing timely and effective solutions. Issue Resolution : Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction. Customer Onboarding : Guide new customers through the onboarding process, ensuring they understand how to use the companys products or services effectively. Performance Monitoring : Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery. Cross-Functional Collaboration : Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings. Account Management : Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service. Feedback Collection : Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements. Proactive Engagement : Anticipate customer needs and proactively reach out to offer assistance, updates, or new features that may benefit the customer. Documentation and Reporting: Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance.In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations. You will coordinate cross-functionally to advocate for customer needs, assist in issue resolution, and provide strategic recommendations to enhance security, performance, and operational efficiency. he Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical Preferable candidates- Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial. Problem-Solving : Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction. Time Management : Excellent organizational skills to manage multiple accounts and priorities simultaneously. Customer-Centric Mindset : A commitment to delivering exceptional customer service and fostering positive relationships. Analytical Skills : Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement. Adaptability : Flexibility to adapt to changing customer needs and dynamic work environments. Team Collaboration : Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction. Empathy and Patience : Understanding customer frustrations and addressing them with patience and sensitivity. Education: Bachelors degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform. Communication Skills: Strong verbal and written communication skills are imperative for effectively interacting with customers and internal teams. Clarity and empathy are crucial. Problem-Solving : Ability to diagnose and resolve issues efficiently and creatively, ensuring customer satisfaction. Time Management : Excellent organizational skills to manage multiple accounts and priorities simultaneously. Customer-Centric Mindset : A commitment to delivering exceptional customer service and fostering positive relationships. Analytical Skills : Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement. Adaptability : Flexibility to adapt to changing customer needs and dynamic work environments. Team Collaboration : Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction. Empathy and Patience : Understanding customer frustrations and addressing them with patience and sensitivity. Education: Bachelors degree in computer science, Information Systems, Cybersecurity, or a related field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-related certifications) are a plus.This role is critical in ensuring customers achieve long-term success with Saviynt, driving retention, adoption, and maximum value from our platform. Kindly share the update resume @primula.rai@saviynt.com

Amazon.in Category Experience Tech team located in Bangalore is looking for a technology leader to define, organize and lead high-performing teams across Amazon in delivering projects for Amazon India. The right candidate will excel in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. You will help develop architectures and technical solutions for complex problems, anticipate bottlenecks, provide escalation management, anticipate and make trade-offs -balancing the business needs and technical constraints. You will be a thoughtful representative for the customer in technical design meetings and demonstrate the right amount of hustle to ensure we continually improve their experience over time. This is a unique opportunity to be part of the Amazon India Promotions and Pricing teams that will be responsible for tailoring seller and customer experiences on price perception and affordability for Indian. The projects focus on diverse problems and opportunities including personalized and regionalized recommendations for promotions, self-serve capabilities for deals, building pricing constructs and expanding BxGy capabilities. We are looking for a TPM who is experienced in delivering customer experiences using engineering innovations. You will manage the the intake process and lead the projects by partnering with Product Managers, SDEs, and to build awesome pricing and promotions initiatives. You will be working with Indian and WW teams to influence stakeholders, gain alignment of your projects and work with your sprint team(s) to deliver them across Amazon marketplaces. To do this you will need to dive into data and metrics, develop excellent communication strategies, build successful partnerships and drive success through others. Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules. Strong communicator in both verbal and written forms and are equally adept in communicating upwards, outwards, and downward Experience with agile development methodologies (i.e. Scrum, etc) Experience with project delivery for large, cross-functional projects Experience with object oriented development and design (preferably in both client and server development solutions) Experience and proficiency with web technologies and tools Strong analytical and problem solving skills A passion for data-driven decision-making 5+ years of working directly with engineering teams experience 2+ years of technical product or program management experience 3+ years of software development experience 3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience Experience managing programs across cross functional teams, building processes and coordinating release schedules Experience developing and executing/delivering product and technical roadmaps Experience building and evaluating system-level technical design

Transportation Financial Systems (TFS) team is looking for a talented and highly motivated Sr. Technical Program Manager (TPM) who enjoy solving challenging and complex business problems at Amazon scale. The right candidate will possess a strong program management background, has experience leading large projects, and has a well-rounded technical background in current technologies. As a Sr. Technical Program Manager, your responsibilities will include writing specifications, driving project schedules from design to release, stakeholder management and managing the production launch. You will act as a Single Threaded Owner (STO) to lead and coordinate the design and implementation efforts, coordinating across multiple engineering teams to develop scalable solutions. You will work directly with customers, disambiguate the requirements, anticipate bottlenecks and risks, make trade-offs, provide escalation management and balance the business needs versus technical constraints. You must be able to thrive and succeed in an entrepreneurial environment, destroy limits to scale, and not be hindered by ambiguity or competing priorities. This means you are able to develop and drive high-level strategic initiatives while rolling up your sleeves to get the job done. This role will require high judgement on how we can deliver for customers in both the shortand long-term. A day in the life TFS has over 200+ engineers, and 20+ product & program managers. Each TPM is responsible for delivering large to medium programs; working closely with clients and product, building transformation roadmaps to deliver long term benefits for our customers. About the team Transportation Financial Systems (TFS) platform owns the technology components that perform the financial activities for Amazon s transportation business. TFS systems are used across all Amazon s transportation programs and retail expansion to new geographies. The platform provide financial document creation & management, expense auditing, accounting, payments and cost allocation functions. Our new generation products are highly scalable and operate at finer level granularity to reconcile every dollar in transportation financial accounts with zero manual entries or corrections. The goal is to develop global product suite for all freight modes touching every single package movement across Amazon. Our mission is to abstract logistics complexities from financial world and financial complexities from logistics world. You will be part of one of the largest tech and program team with ~200 engineering organization with great growth and lateral opportunity. 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: The SME will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement. The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders. Job Responsibilities: Provide real-time floor support to Rookies during their OJT phase Assist Rookies in understanding systems, processes, and handling live customer scenarios Take ownership of supervisor-leve

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

At Aspire, we re more than just a FinTech company we re the leading all-in-one financial operating system built to empower the world s innovators and entrepreneurs. We are on a mission to reinvent business finance, empowering startups and businesses to realise their full potential. Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and empowered more than 50,000 businesses using our suite of products. Aspire has consistently been recognized for excellence, earning Best Employer and Startup of the Year by the Asia FinTech Awards in 2022 and 2023 , ranked as LinkedIn s Top Startup in Singapore , and listed on CB Insights Top 100 Global Fintech in 2023 and 2024. You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds. Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! Job Description: We are looking for a customer-focused and experienced CX Associate Manager with strong product knowledge and incident management capabilities. In this role, you will manage complex customer relationships, lead cross-functional escalations including payment and product-related issues and oversee the end-to-end escalation management process. You will be responsible for analyzing customer feedback, identifying root causes of friction, and collaborating with product, engineering, and compliance teams to drive meaningful improvements across customer journeys. Key Responsibilities: Product experience: Champion end-to-end customer experience across key financial products including Cards, SWIFT payments, Compliance/KYC, Investment Solutions, and API integrations. Collaborate closely with Product, Engineering, and Compliance to enhance product usability and proactively eliminate recurring customer pain points. Incident & Escalation Management: Lead the full incident lifecycle from detection to resolution ensuring timely recovery and minimal impact on customers. Coordinate cross-functional responses, streamline escalation protocols, and continuously improve incident management frameworks.. Technical Issue Resolution & Feedback Loop: Investigate complex, customer-reported issues; perform root cause analysis and partner with Engineering and Product for resolution. Consolidate customer feedback across CX channels, translating it into actionable product insights to influence roadmap and feature prioritization. Customer Experience Strategy: Design and implement initiatives to improve the customer journey across all channels and lifecycle stages. Act as the voice of the customer in cross-functional discussions, aligning experience strategy with business goals. Customer Metrics & Operational Insights: Monitor key CX metrics (e.g., NPS, CSAT, CES), identify trends, and recommend actions to improve performance and satisfaction. Deliver regular insights and reports to leadership to support data-driven decision-making and continuous CX optimization. Industry & Market Best Practices: Stay up-to-date on the latest trends, tools, and best practices in customer experience management. Benchmark Aspire s experience against industry leaders to ensure a competitive and customer-first service model. Requirements: Bachelors degree in Business, Finance, or a related field. Minimum of 5 years of experience in customer experience management, incident management, or a related role. Strong understanding of customer experience principles and escalation management processes. Excellent communication and interpersonal skills. Proven ability to analyze data and translate insights into actionable strategies. Experience collaborating with cross-functional teams to drive process improvements. Ability to manage multiple tasks and projects simultaneously in a fast-paced environment. Proficiency in customer relationship management (CRM) software and AI tools. Please Note: This role requires supporting U.S. time zones and may involve working during evenings or weekends. Flexibility with work hours is essential. What we offer Uncapped flexible annual leave. Hybrid work arrangement. Training subsidy for your professional growth. Wellness benefit. Team bonding budget to foster collaboration and sense of belonging. Flexibility to work from anywhere (for up to 90 days per annum). Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page . Equal Opportunity Statement Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. Please note: by submitting your application, you acknowledge that you have read and understood Aspire s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the Policy ) , and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for .

Roles and Responsibilities Manage customer escalations, complaints, and queries to ensure timely resolution and high levels of customer satisfaction. Develop and implement effective strategies for improving customer experience, loyalty, and retention. Collaborate with cross-functional teams to resolve complex issues related to loan processing, Loan services, NBFC operations, etc. Analyze data to identify trends and areas for improvement in query resolution rates, first-call resolution rates, etc. Ensure compliance with regulatory requirements while maintaining a focus on delivering exceptional customer service.

Regional Operational Oversight: Manage and oversee the end-to-end operations of multiple locations, facility, and service centres within the EAST Zone. Ensure the smooth and efficient flow of operation, logistics, adhering to strict SLAs and TATs. Grievance Management, customer feedback season. Corporate client management. Monitor daily operational performance, identify deviations, and implement immediate corrective actions. Develop and implement regional operational plans that align with the company's overall strategic goals. Cross function coordination. Key Responsibilities: Corporate Client Management, Grievances Management & Vendor Management. Organic Customer Management with Business expansion from them. Customer Governance Meet. Implement process improvements, leveraging technology and best practices to enhance speed, accuracy, and cost-effectiveness. Foster a culture of accountability, safety, continuous improvement, and customer-centricity within the regional operations team. Collaborate effectively with cross-functional teams including Sales, Customer Service, Finance, and IT to ensure seamless operations and resolve inter-departmental issues. Manage relationships with third-party logistics (3PL) partners, vendors, and local authorities as required. Manage staffing, rostering, and resource allocation to ensure optimal coverage and productivity. Ensure strict adherence to standard operating procedures (SOPs), quality control measures, and safety protocols across all regional facilities. Blue colour workforce management. Set, monitor, and report on key performance indicators (KPIs) such as on-time delivery (OTD), service quality, logistic cost, operational efficiency, and customer satisfaction metrics. Lead, mentor, and motivate facility team across the EAST region Analyse operational data, prepare regular operational reports for senior management, highlighting achievements, challenges, and proposed solutions. Manage regional operational budgets, control expenses, and identify opportunities for cost savings without compromising service quality. Optimize resource utilization, including logistics, operation and facility Address customer escalations and complaints related to regional operations promptly and effectively. Ensure all regional operations comply with company policies, local laws, transportation regulations, and safety standards.

Job Summary Person at this position owns delivery of project(s) to customer(s) ensuring estimated/plan timeline and quality requirements are met. Person leads projects which are of significant organisational profile and makes trade-off decisions to deliver solutions that both meet customer's technical requirements and timelines. Person at this position should be able to ensure high and effective customer engagement level. Roles & Responsibilities Responsible for project initiation and planning, project monitoring and control, process adherence and improvements and quality assurance. Responsible for timely and qualitative delivery of projects as per the estimate/ plan while continously working towards improving the delivery performance of the projects. Responsible for Risk Management Risk mitigation and constant identification of new risks & planning of mitigation for them. Responsible for staffing the project team with employees having the right profile as per the requirement of the project. Responsible for creating and implementing effective customer engagement process and effective escalation management process. Responsible for providing inputs on project plan, effort estimation, project risks, technology selections and quality requirements. Responsible for creating project ramp down risk mitigation plan. Responsible for ensuring compliance to organizational processes such as Goal setting, assessment, feedback and development plans for team members. Responsible for addressing team's and employee's issues and concerns. Expected to mentor and plan trainings for employee's capability development. Education and Experience Required Engineering graduate, MCA, etc Experience ; > 8 years Competencies Description Project management in TnM/RA/FPP/Licensing mode.Overall customer management, revenue/margin control and tracking, people management, process implementation, third party handling, Risk and dependency management, cost and schedule management. Technology Standard- PMP Languages- MS Project, SDP Specialization- SCRUM MASTER

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

Key Responsibilities: 1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

Role Summary The Team Leader Grievance Escalations will lead a team of 7–8 officers responsible for resolving complex customer complaints that are escalated beyond Level 1. This role is pivotal in ensuring effective and timely resolution of grievances, improving overall customer experience, and enhancing trust in the bank’s service delivery. The role also focuses on driving Turnaround Time (TAT), resolution quality, Net Promoter Score (NPS), and continuous process improvement to reduce repeat complaints. Key Responsibilities Complaint Resolution Oversight Ensure timely and complete resolution of all Level 2 complaints in line with internal policies, regulatory requirements (e.g., RBI guidelines), and service standards. Review case details, perform root cause analysis, and validate proposed resolutions before closure. Maintain high-quality communication with customers, ensuring clarity, empathy, and accountability. Team Leadership Lead, mentor, and manage a team of 7–8 grievance officers. Allocate cases efficiently and monitor daily workload to ensure timely actions. Conduct regular reviews, performance assessments, and on-the-job coaching. Customer Centricity & NPS Management Ensure that complaint resolutions are customer-friendly and contribute to improved Net Promoter Scores (NPS). Analyze customer feedback post-closure and drive initiatives to enhance customer delight. Foster a culture of empathy, ownership, and first-time-right resolution within the team. TAT & Quality Governance Drive strict adherence to Turnaround Time (TAT) SLAs while maintaining response quality. Conduct regular audits on closed cases to ensure compliance and completeness. Highlight any systemic gaps that hinder TAT or quality. Process Improvement Identify trends and recurring issues from escalated complaints and share insights with relevant business units. Recommend and lead process improvement initiatives to reduce repeat grievances and enhance the end-to-end customer journey. Support automation and digitization efforts in the grievance handling process. Stakeholder Management & Reporting Coordinate with internal departments (branches, operations, product, legal, etc.) to gather inputs and resolve complaints effectively. Prepare and share regular MIS and dashboards on team performance, complaint trends, and root cause analytics. Key Skills & Competencies In-depth knowledge of banking operations, products, and customer service protocols. Strong communication (written and verbal) and interpersonal skills. Analytical mindset with ability to identify root causes and improvement opportunities. Ability to manage high-pressure situations with maturity and sound judgment. Experience in handling regulatory and high-priority escalations. Proficiency in MS Office (Excel, PowerPoint), CRM systems, and complaint tracking tools. Qualifications & Experience Graduate/Postgraduate in any discipline. Specialization in banking or customer experience is an advantage. 5–8 years of experience in banking, with at least 2 years in grievance handling or escalation management or servicing (preferred) . Prior team management experience is preferred.

Roles and Responsibilities: Oversee daily finance & accounts operations, specifically invoice and GRIR management . Supervise invoice processing tasks with priority-based handling and adherence to SLAs. Review and clear GRIR open items regularly to maintain system accuracy. Handle Exports and Capex invoice processing after validating necessary approvals. Manage end-to-end query resolution including analysis, stakeholder follow-ups, and closure. Lead, mentor, and monitor the performance of team members while managing workload distribution. Act as the primary point of contact for clients , supporting integration and access to relevant systems. Handle escalations promptly and identify opportunities for process improvements . Desired Candidate Profile: 3 to 5 years of relevant experience in Accounts Payable (AP) / General Ledger (GL) At least 12 years in a team lead or supervisory role Strong working knowledge of SAP and MS Excel Excellent communication skills in English (verbal & written) and spoken Hindi Strong problem-solving and analytical thinking Detail-oriented and proactive with leadership qualities

Roles and Responsibilities Responsible for complex orders from entry to completion, ensuring accuracy and timeliness throughout the process. This includes data entry, tracking due dates, assessing asset workability,and working in close collaboration with stakeholders. Conduct thorough validation of workflows to ensure processes are efficient, effective and compliant with company and client standards and requirements. Serve as a point of contact for Title or Project Leads, providing regular updates on order status and escalating any issues or concerns as needed. Own setting up and coordinating projects in our proprietary cloud-based platforms for Fulfillment & Localization services. Setting up projects on ONE SNL and Sfera and sending out work requests to the production teams. Ensuring that files are completed on a timely manner by liaising with Production. Workability of assets and follow up with the Client on missing/erroneous assets eg: scripts, proxies. Set up POA for all atypical projects involving other teams. Ensure that production teams and external freelance resources are clearly and accurately informed of all client requirements for each project and comply with the requirements. Collaborate with Production teams, freelancers and territory affiliates regarding project status and requirements, obtaining and circulating all necessary information. Collaborate with Billing or Pre-Billing teams as necessary to ensure accuracy in the billing of completed work. Verify all services rendered are properly documented and billed according to established structure and client agreements. Responsible for data management in core internal systems (Sfera, ONE) or client systems, ensuring all relevant information is accurately recorded and maintained. Regularly audit data to identify discrepancies/errors and take corrective action as needed. Order and project execution/ ownership of subtitling, mastering, dubbing, fulfillment, audio, GFX and other workstreams as necessitated by client request.

12-15 years experience in leading multiple projects in stream like process simulation or OTS, customer handling and managing different project teams. Excellent understanding of different products of OTS delivery, simulation software, DCS/ESD interfacing & system architecture BE/B.Tech in Chemical Engineering with implementation experience in Simulation software like UniSim Design, ASPEN HYSYS, Dynsim, etc. BE/B.Tech in Chemical Engineering with implementation experience in Simulation software like UniSim Design, ASPEN HYSYS, Dynsim, etc. Ensure timely delivery of all project/program deliverables with good quality. Team management and effective utilization of resources during project/program execution Drive productivity improvement initiatives. Identity Risk & Opportunities and plan its mitigation plan. Mentoring of sub-ordinates and team members. Prepare Cost/Spent plan for project/program and ensure compliance. Continuous Engagement with Regional leadership and technical team. Monthly participation in internal and regionals SIOP calls. Monitoring rework hrs. and mitigate action plan to avoid this in future. Driving OTTR. Tracking of actual progress with plan activities. Drive cost and schedule reduction to meet the market demand. Identify project changes and ensure timely escalation to Project Manager & leadership for necessary commercial/schedule impacts. Mentoring, motivating team recognition at different stages of project/program. Prepare and execution of training plan to breeze up gaps of team s technical soft skill. Drive Individual development plan (IDP). Responsible for 100% utilization for the team, on time inputs to EM for resource idling/availability. Manage bigger team of around 20+ Engineers and Vendor team of 10 engineers and their effective Utilization. Actively drive productivity improvement initiatives. Vendor Management, effective Utilization, training, R&R, R&O & motivation. Actively drive & keep a tap on Plan Vs. Actual progress, hrs. tracking, FO/Customer escalation management, Technical Support to Sales/Marketing and Proposal & Estimation Team. Ensure timely delivery of all project/program deliverables with good quality. Team management and effective utilization of resources during project/program execution Drive productivity improvement initiatives. Identity Risk & Opportunities and plan its mitigation plan. Mentoring of sub-ordinates and team members. Prepare Cost/Spent plan for project/program and ensure compliance. Continuous Engagement with Regional leadership and technical team. Monthly participation in internal and regionals SIOP calls. Monitoring rework hrs. and mitigate action plan to avoid this in future. Driving OTTR. Tracking of actual progress with plan activities. Drive cost and schedule reduction to meet the market demand. Identify project changes and ensure timely escalation to Project Manager & leadership for necessary commercial/schedule impacts. Mentoring, motivating team recognition at different stages of project/program. Prepare and execution of training plan to breeze up gaps of team s technical soft skill. Drive Individual development plan (IDP). Responsible for 100% utilization for the team, on time inputs to EM for resource idling/availability. Manage bigger team of around 20+ Engineers and Vendor team of 10 engineers and their effective Utilization. Actively drive productivity improvement initiatives. Vendor Management, effective Utilization, training, R&R, R&O & motivation. Actively drive & keep a tap on Plan Vs. Actual progress, hrs. tracking, FO/Customer escalation management, Technical Support to Sales/Marketing and Proposal & Estimation Team.

12-15 years experience in leading multiple projects in stream like process simulation or OTS, customer handling and managing different project teams. Excellent understanding of different products of OTS delivery, simulation software, DCS/ESD interfacing & system architecture. Qualifications BE/B.Tech in Chemical Engineering with implementation experience in Simulation software like UniSim Design, ASPEN HYSYS, Dynsim, etc. Travel: Up to 30% Qualifications BE/B.Tech in Chemical Engineering with implementation experience in Simulation software like UniSim Design, ASPEN HYSYS, Dynsim, etc. Travel: Up to 30% Ensure timely delivery of all project/program deliverables with good quality. Team management and effective utilization of resources during project/program execution Drive productivity improvement initiatives. Identity Risk & Opportunities and plan its mitigation plan. Mentoring of sub-ordinates and team members. Prepare Cost/Spent plan for project/program and ensure compliance. Continuous Engagement with Regional leadership and technical team. Monthly participation in internal and regionals SIOP calls. Monitoring rework hrs. and mitigate action plan to avoid this in future. Driving OTTR. Tracking of actual progress with plan activities. Drive cost and schedule reduction to meet the market demand. Identify project changes and ensure timely escalation to Project Manager & leadership for necessary commercial/schedule impacts. Mentoring, motivating team recognition at different stages of project/program. Prepare and execution of training plan to breeze up gaps of team s technical soft skill. Drive Individual development plan (IDP). Responsible for 100% utilization for the team, on time inputs to EM for resource idling/availability. Manage bigger team of around 20+ Engineers and Vendor team of 10 engineers and their effective Utilization. Actively drive productivity improvement initiatives. Vendor Management, effective Utilization, training, R&R, R&O & motivation. Actively drive & keep a tap on Plan Vs. Actual progress, hrs. tracking, FO/Customer escalation management, Technical Support to Sales/Marketing and Proposal & Estimation Team. Ensure timely delivery of all project/program deliverables with good quality. Team management and effective utilization of resources during project/program execution Drive productivity improvement initiatives. Identity Risk & Opportunities and plan its mitigation plan. Mentoring of sub-ordinates and team members. Prepare Cost/Spent plan for project/program and ensure compliance. Continuous Engagement with Regional leadership and technical team. Monthly participation in internal and regionals SIOP calls. Monitoring rework hrs. and mitigate action plan to avoid this in future. Driving OTTR. Tracking of actual progress with plan activities. Drive cost and schedule reduction to meet the market demand. Identify project changes and ensure timely escalation to Project Manager & leadership for necessary commercial/schedule impacts. Mentoring, motivating team recognition at different stages of project/program. Prepare and execution of training plan to breeze up gaps of team s technical soft skill. Drive Individual development plan (IDP). Responsible for 100% utilization for the team, on time inputs to EM for resource idling/availability. Manage bigger team of around 20+ Engineers and Vendor team of 10 engineers and their effective Utilization. Actively drive productivity improvement initiatives. Vendor Management, effective Utilization, training, R&R, R&O & motivation. Actively drive & keep a tap on Plan Vs. Actual progress, hrs. tracking, FO/Customer escalation management, Technical Support to Sales/Marketing and Proposal & Estimation Team.

Manage day-to-day operations of the customer support department. Lead, mentor, and guide Team Leaders to drive results and improve customer experience. Oversee customer service delivery across multiple communication channels (email, phone, chat, tickets). Address escalated issues and ensure effective resolution. Monitor support metrics and develop strategies to enhance performance. Ensure compliance with business and regulatory standards. Conduct regular performance reviews and training sessions. Coordinate with cross-functional teams to resolve customer issues effectively. Prepare reports and derive insights from support data to enhance decision-making. Requirements - 45 years of experience in customer support, client relationship management, and team leadership. Strong communication, task management, and team collaboration skills. Ability to perform under pressure and manage global support operations. Proven experience improving customer support metrics. Proficiency in CRM tools and support technologies. Multilingual capabilities (spoken/written) preferred. Knowledge of the Forex and Stock Market industry is a strong advantage. Analytical mindset with strong problem-solving abilities. What is in it for you - Work with a fast-growing global fintech and financial services company. Competitive and attractive compensation package. Extensive learning opportunities including professional training and soft skills development. A dynamic work environment with a flat structure and start-up culture. Direct ownership of your role and responsibilities with strong career growth potential.

Key Responsibilities: Drive supplier performance and process improvements (JIT, Kanban, min/max). Collaborate with suppliers for quality and manufacturability of new products. Ensure material delivery aligns with forecasted demand and resolve shortages. Act as an escalation point and collaborate with engineering teams for issue resolution. Requirements: Bachelor's in Mechanical, Chemical, or Industrial Engineering preferred. 4+ years of supply chain management with global suppliers. Strong understanding of purchasing agreements, metrics, and manufacturing processes. Excellent problem-solving, analytical, and communication skills. Familiarity with ERP systems (SAP experience is a plus).

GREETINGS!! We are hiring for international banking process in top MNCs Job role: Advisor Executive Location: Electronic City, Bangalore Salary: Up to 5.7 LPA Shift: US Shift (Rotational) Contact: Muskaan 8884496984 Akash 8884498981 Sam 9513900440 Shiva 7996772782 Requirements: Minimum 1 year of BPO experience (International Voice Mandatory) Strong command over English (both verbal and written) Comfortable with rotational shifts Immediate joiners highly preferred Job Responsibilities: Handle inbound and outbound calls related to UK-based insurance queries Assist customers with policy details, renewals, claims, payments, and endorsements Verify customer information and update policy records accurately Educate customers about insurance terms, benefits, and processes Provide first-call resolution and reduce repeat call volumes Document customer interactions, transactions, and feedback properly in CRM tools Maintain confidentiality of customer data and adhere to GDPR guidelines Escalate complex issues to the appropriate department or supervisor Meet or exceed defined KPIs like AHT, CSAT, Quality Score, and Attendance Collaborate with team members to meet daily/monthly performance targets Participate in team huddles, training sessions, and quality improvement plans Stay up-to-date on UK insurance products, policy changes, and regulations Benefits: Competitive salary with high incentives Two-way cab facility Work with a global insurance brand Growth-oriented work environment Training & skill development opportunities