Escalation Manager

Job Requirements

Role/ Job Title:

Function/ Department:

Job Purpose

Roles & Responsibilities

• Manage and resolve high-priority customer escalations by acting as the primary point of contact.
• Analyze escalation cases to identify root causes and develop action plans to prevent recurrence.
• Collaborate with cross-functional teams (e.g., customer support, Branch, Branch control team operations,) to ensure timely resolution of issues.
• Communicate escalation progress, resolution steps, and outcomes clearly and effectively to internal and external stakeholders.
• Maintain detailed documentation of escalation cases, including resolution steps, outcomes, and process improvements.
• Monitor trends in escalations to identify systemic issues and recommend process or product improvements.
• Establish and maintain escalation processes and workflows to improve response time and resolution quality.
• Provide training and guidance to EDD teams on escalation handling best practices.
• Prepare reports and metrics on escalation performance and present findings to senior management.
• Ensure compliance with company policies.
• Assist in audits, regulatory inspections, and compliance reporting as required.
• Laise with internal stakeholders serve as a point of escalation for complex cases and provide subject- matter expertise.
• Strong analytical and investigative skills with the ability to interpret complex data.
• Prepare regular management information reports on team system performance, trends, and risks.
• Address escalating complex issues to management when necessary.
• Monitor the effectiveness of central enhance due diligence systems and recommend improvements or adjustments.
• Represent the team in cross- departmental meetings, audits, and regulatory reviews.
  

Secondary Responsibilities

Education Qualification

Experience: