Escalation Manager

As an Escalation Manager within the Financial Crime - EDD department, your primary responsibility is to effectively manage escalations, communicate with stakeholders, and implement solutions to mitigate recurring issues. You will serve as the main point of contact for high-priority customer escalations, analyzing cases to identify root causes and develop action plans to prevent their recurrence. Collaborating with cross-functional teams is essential to ensure timely issue resolution. Your role includes maintaining detailed documentation of escalation cases, monitoring trends to recommend process improvements, and establishing workflows to enhance response time and resolution quality. Providing training and guidance on best practices for escalation handling to EDD teams is also a key aspect of your responsibilities. Additionally, you will prepare reports and metrics on escalation performance, ensuring compliance with company policies and assisting in audits and compliance reporting. To excel in this role, you must possess strong analytical and investigative skills, with the ability to interpret complex data. Regularly preparing management information reports on team system performance, trends, and risks is crucial. You will escalate complex issues to management when necessary, monitor the effectiveness of central enhanced due diligence systems, and represent the team in cross-departmental meetings, audits, and regulatory reviews. The ideal candidate should hold a Bachelor's degree in Commerce, Science, Arts, Business & Insurance, or Management Studies, along with a Master's degree in Business Administration, Commerce, or Arts. A minimum of 7 to 10 years of relevant experience is required to be considered for this position.,