Escalation Manager

As an Escalation Manager in the Financial Crime - EDD department, your primary responsibility will be to manage escalations effectively, communicate with stakeholders, and implement solutions to mitigate recurring issues. You will be expected to: - 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. - Liaise with internal stakeholders, serve as a point of escalation for complex cases, and provide subject-matter expertise. - 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. Additionally, as part of your secondary responsibilities, you will oversee and manage a team for identifying, investigating, and reporting suspicious financial activities. You will also be responsible for leading daily operations, enhancing systems, and collaborating with internal stakeholders to mitigate risks effectively. Qualifications Required: - Graduation: Bachelor's degree in any relevant stream - Post-graduation: Any Stream - Experience: 7 to 10 years of relevant experience. Please note that the role of an Escalation Manager -Central EDD will require strong analytical and investigative skills, the ability to interpret complex data, and excellent communication skills to effectively handle escalations and collaborate with various teams and stakeholders.,