10 Escalation Procedures Jobs

Empower client success through expert technical support, process innovation, and continuous improvement in transmission services. Job Summary As a Transmission Support Specialist within the Transmission Support Team, you will provide comprehensive technical and transactional support via phone and email. You will be responsible for completing daily tasks, leading and participating in departmental projects, and driving continuous improvement to better serve clients and internal partners. This role challenges you to learn new skills, challenge the status quo, and contribute to the team's evolution. Job Responsibilities Own and resolve client and internal partner inquiries received via phone, email, and internal case transfer in a timely manner. Accurately document and follow up on all inquiries, ensuring thorough and timely communication. Deliver exceptional client experiences while maintaining business requirements and advocating for client needs. Escalate issues promptly, adhering to defined escalation procedures and ensuring resolution. Provide telephone hotline and email support to JP Morgan Access users, including proactive outreach to address processing errors or platform changes. Monitor the group mailbox, assign email inquiries for investigation, and manage case volumes and aging according to the playbook. Partner with leadership, team members, and business partners to resolve client issues, support policy and training development, and participate in special projects. Required Qualifications, Skills and Capabilities Strong communication skills with the ability to deliver clear and concise information via phone, email, and chat. Demonstrated ability to manage multiple tasks, prioritize effectively, and ensure timely completion of responsibilities. Proven experience in case management, including documentation, follow-up, and escalation. Ability to independently develop business and application knowledge to maintain effectiveness in the role. Preferred Qualifications, Skills and Capabilities Experience providing technical or transactional support in a financial services environment. Familiarity with JP Morgan Access or similar platforms and related product knowledge. Background in training delivery, such as new hire or product upskill training. Track record of contributing to process improvements and coaching peers on technical or product knowledge.

A Field Engineer is responsible for providing field system support including hardware break-fix, maintenance and product installation on customer and oracle cloud sites, interfacing with Dispatch, Logistics and Domains in accordance with activities set out in the on-site Action Plan.vEnsures a high level of customer satisfaction and Service Level Agreements (SLA's) met through effective delivery of technical support and service programs by interfacing between customer and the Domains.Proactively helps to find problem resolution through use of system level diagnostics and escalation procedures. Understands service processes and is able to identify and solve a wide range of problems. Requires a 24-hour commitment to support customer contractual requirements fulfilled by participation in the regional standby rotation program. Responsible for providing Onsite Product Support as set-out in Domains action plans. Liaise with Manager on Duty (MoD) or Field Manager (business hours) to ensure escalation procedures/communications are followed. Following defined policies and procedures (e.g. in desk manual). Supporting the organization by understanding and achieving measurable objectives. Follow best practices and Industry Standards. Update internal systems as required Adhere to Logistics processes to ensure the accurate reporting of failures and timely return of parts Working independently and in a team environment. Perform Field Change Order and Field Action Bulletin . Need to be able to travel at short notice - short term, Provide (rota) coverage for 24x7 support in a designated geographic area. With phone support from Domains. Provide T&M services OOH (Out of Hour). Provide logistics support as required within the scope of providing on-site support, Provide long or short term site cover for dedicated customer sites Acts as a technical support resource during problem escalation. Actively contributes to providing diagnostic information to Technical Support Centre . Collaborate with Support/Engineering to ensure continuity and consistent service delivery when starting or finishing a shift, during escalations or time critical installations. Provide management updates when engaged in customer escalations summarizing the status, impact and potential solution. Define next steps using the 3 Ws (Who, What and When). Assists in developing, reviewing, and implementing hardware installation plans for customers Membership in golden team with special product knowledge to support high level escalations, complex installations, new product introductions, TOI's (Onsite and Remote) within region and outside Need to be able to travel at short notice - short and long term, within region. Career Level - IC2

As a Customer Service Executive in the Insurance Process (Life and Pension Insurance) at HCL Tech, you will be responsible for resolving customer queries while adhering to client and business guidelines. Your primary role will involve serving as a point of contact for customers, specifically handling inbound calls from UK/US customers. To excel in this role, you should possess excellent communication skills, both verbal and written, along with a professional telephone etiquette. Moreover, you must be helpful, empathetic, and enthusiastic about providing exceptional customer service. Previous experience in UK/US inbound calling, preferably in the Banking domain, will be an added advantage. Your key responsibilities will include answering all inbound queries following the prescribed call flow procedure, ensuring adherence to processes to maintain high quality customer service, and escalating issues as per the escalation procedures when necessary. Striving for first call resolution, maintaining schedule adherence, participating in motivational activities, and implementing feedback from monitoring sessions will be crucial aspects of your role. Furthermore, you will be required to update various logs such as the escalation log and complaint tracker, while also ensuring the security of customer data. This role demands a high level of professionalism, dedication to customer satisfaction, and a proactive approach to problem-solving. If you meet the qualification criteria and are eager to contribute to a dynamic customer service environment, we invite you to attend the Walk-In Drive at HCL Technologies located at A-8 & 9, Sector 60, Noida, Uttar Pradesh 201301, from 5th March-25 to 7th March-25 between 11 am to 2 pm. For further inquiries, you may contact Priyanka Shastri at priyanka.shastri@hcltech.com. We look forward to welcoming individuals with a passion for customer service and a commitment to excellence in resolving customer queries in the insurance sector.,

You should have a strong knowledge of iMac devices and troubleshooting. Your responsibilities will include providing diagnostic services, scanning and defragmenting disk drives, updating virus definitions, scanning for spyware, updating system and application drivers, running battery diagnostics, and reporting on disk drive status. You will also be responsible for re-imaging laptops (Windows and Mac), troubleshooting systems, providing training and orientation on laptops and applications, upgrading laptops (Windows and Mac) as well as memory and smart devices (Mobile devices). Additionally, you will be involved in asset recovery for computer hardware, user awareness services, performing proactive health checks on devices brought to the Tech Bar by users, educating users on other support avenues available to them, providing awareness on potential service downtime due to outages or maintenance windows, researching, diagnosing, troubleshooting, and identifying solutions to customer issues, taking ownership of reported problems until resolution, escalating unresolved issues to the appropriate internal teams, recording and closing all issues, providing prompt and accurate feedback to customers, preparing accurate and timely reports, and following SLAs for issues based on their severity.,

Embark on a transformative journey as an Operational Analyst - Screening at Barclays, where you'll play a pivotal role in shaping the future. In this pivotal role, you will manage operations within a business area and maintain processes, risk management initiatives, and compliance with relevant regulators. You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct. With competitive benefits and opportunities for career advancement, Barclays is a great place to grow your career in the banking industry. Key critical skills required for this role include performing Customer due diligence and screening checks as per compliance guidelines, reviewing and validating customer documents for completeness and accuracy, conducting screening against watchlists (e.g., sanctions, PEPs, adverse media), maintaining proper documentation for verification and screening results, escalating suspicious or incomplete profiles as per escalation procedures, having prior experience in screening, compliance, or a similar domain, ability to manage multiple tasks and meet deadlines, and holding a minimum qualification of a bachelor's degree. You may be assessed on key essential skills relevant to succeed in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital technology, as well as job-specific technical skills. This role is based out of Chennai. **Purpose of the role:** To support business areas with day-to-day processing, reviewing, reporting, trading, and issue resolution. **Accountabilities:** - Support various business areas with day-to-day initiatives including processing, reviewing, reporting, trading, and issue resolution. - Collaborate with teams across the bank to align and integrate operational processes. - Identify areas for improvement and provide recommendations in operational processes. - Develop and implement operational procedures and controls to mitigate risks and maintain operational efficiency. - Develop reports and presentations on operational performance and communicate findings to internal senior stakeholders. - Identify industry trends and developments to implement best practices in banking operations. - Participate in projects and initiatives to improve operational efficiency and effectiveness. **Analyst Expectations:** - Meet the needs of stakeholders/customers through operational excellence and customer service. - Perform prescribed activities in a timely manner and to a high standard. - No people leadership roles at this grade. - Execute work requirements as identified in processes and procedures, collaborating with and impacting the work of team members. - Identify escalation of policy breaches as required. - Take responsibility for customer service and operational execution tasks. - Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. - Deliver your work and areas of responsibility in line with relevant rules, regulation, and codes of conduct. - Gain and maintain an understanding of your role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function. - Work within well-defined procedures that may involve a variety of work routines. - Demonstrate an understanding of the procedures. - Evaluate and select the appropriate alternatives from defined options. - Make judgments based on the analysis of factual information. - Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset to Empower, Challenge, and Drive the operating manual for how we behave.,

The position involves processing reservation requests, changes, and cancellations received via phone, fax, or mail. Your responsibility will be to identify guest reservation needs, determine appropriate room types, and verify availability and rates. You will need to explain guarantee, special rate, and cancellation policies to callers, accommodate special requests, and answer queries regarding property facilities and room accommodations. By following sales techniques, you will aim to maximize revenue. Additionally, inputting and accessing data in the reservation system, and correctly indicating special room reservation types are key tasks. It is essential to follow proper escalation procedures when addressing guest concerns. Adherence to all company policies and procedures, ensuring a clean and professional appearance, maintaining confidentiality of proprietary information, and safeguarding company assets and guest privacy are imperative. You will be expected to welcome and acknowledge all guests according to company standards, anticipate and address their service needs, and assist individuals with disabilities. Effective communication using clear and professional language, proper telephone etiquette, and developing positive working relationships with colleagues are essential. Moreover, complying with quality assurance standards, performing physical tasks such as moving objects weighing up to 10 pounds without assistance, and carrying out other job duties as requested by supervisors are part of the role requirements. Preferred qualifications for this position include a high school diploma or G.E.D. equivalent. No related work experience or supervisory experience is necessary, and no specific license or certification is required. At Marriott International, we are committed to being an equal opportunity employer that values and celebrates the unique backgrounds of our associates. We foster an inclusive environment where diversity is appreciated, and we uphold non-discrimination on any protected basis, including disability, veteran status, or any other basis protected by applicable law.,

A Field Engineer is responsible for providing field system support, including hardware break-fix, maintenance, and product installation on customer and Oracle Cloud sites. You will interface with Dispatch, Logistics, and Domains in accordance with activities set out in the on-site Action Plan. Your primary focus will be to ensure a high level of customer satisfaction and meet Service Level Agreements (SLAs) through the effective delivery of technical support and service programs. You will proactively help to find problem resolution through the use of system-level diagnostics and escalation procedures. It is essential to have a deep understanding of service processes and be able to identify and solve a wide range of problems. Your role will require a 24-hour commitment to support customer contractual requirements fulfilled by participation in the regional standby rotation program. Your responsibilities will include providing Onsite Product Support as set out in Domains action plans, liaising with Manager on Duty (MoD) or Field Manager during business hours to ensure escalation procedures/communications are followed, and adhering to defined policies and procedures outlined in the desk manual. You will support the organization by understanding and achieving measurable objectives, following best practices and industry standards, updating internal systems as required, and adhering to Logistics processes to ensure accurate reporting of failures and timely return of parts. As a Field Engineer, you will work independently and in a team environment, perform Field Change Order and Field Action Bulletin, travel at short notice for short-term assignments, provide 24x7 support coverage in a designated geographic area with phone support from Domains, provide T&M services Out of Hour (OOH), provide logistics support as required within the scope of providing on-site support, and offer long or short-term site cover for dedicated customer sites. You will act as a technical support resource during problem escalation, actively contribute to providing diagnostic information to the Technical Support Centre, collaborate with Support/Engineering to ensure continuity and consistent service delivery, provide management updates when engaged in customer escalations summarizing the status, impact, and potential solutions, and define next steps using the 3 Ws (Who, What, and When). Additionally, you will assist in developing, reviewing, and implementing hardware installation plans for customers and be a member of the golden team with special product knowledge to support high-level escalations, complex installations, new product introductions, and TOIs (Onsite and Remote) within the region and outside. Traveling at short notice for short and long-term assignments within the region will be required for this role.,

As the Lead Administrator, you will be responsible for overseeing the overall administration and delivery of facility services across various locations, including corporate offices, branch offices, project sites, clubs, hospitality centers, sales centers, and CRM centers. Your primary goal will be to ensure the adequacy of infrastructure, efficient space utilization, and seamless availability of required support facilities. Collaboration with departments such as IT, HR, Security, and Hospitality will be essential to ensure adherence to standard operating procedures (SOPs) for the smooth delivery of administrative services. With a minimum of 15-20 years of experience in Administration, preferably in a leadership role, you will be expected to have a strong background in Business Administration or Facility Management. Experience in managing multi-site administrative operations will be a significant advantage for this role. Your responsibilities will include overseeing office space management to ensure optimal allocation and utilization of seating, coordinating workspace expansions, managing access card issuance, and maintaining accurate data reporting for space utilization. Additionally, you will be responsible for managing office facilities and support infrastructure, including housekeeping, utilities, building maintenance, coordination with food & beverage services, as well as electrical and plumbing services by effectively managing vendors and contracts. You will also be tasked with managing office consumables and procurement for non-IT and non-project-related needs, overseeing the travel and transport desk, supporting event management, implementing safety drills and training programs, ensuring smooth front desk and guest/visitor management, overseeing cafeteria and catering services, and maintaining SOP adherence while continuously improving site administrative management. Furthermore, you will be responsible for managing office dispatches and courier services, ensuring timely deliveries, and proper handling of incoming goods and documents. It will also be crucial for you to establish and observe clearly defined escalation procedures for incident, problem, and crisis reporting, review reports on site attendance and checklists periodically, and highlight any variances. If you meet the requirements and are interested in this challenging opportunity, please share your profile with us at Kanika.bhambri@bptp.com.,

Job Summary 1. Execute Shift Leader routines: 2. Execute LSW Routines and discusses with Production Manager/ Head of Production Segment upon problems and/or deviations in routine fulfilment 3. Identify systematic failures and initiate Problem-Solving measures 4. Coordination, support and coaching of the Line Leader in order to achieve the targets for internal production KPI(PPM, Scrap Rate, OEE ,Rejection Rate, FPY, etc) 5. Performs deviation management to react on abnormalities of targets for Safety eg, incidents; Quality eg, FPY, PPM, Rejection rate; Productivity eg, OEE, line output; Cost: Scrap 7. Ensure data are updated in the frequency as required in the LIB 8. Participates and generates cross functional meetings in case deviations on KPIs. 9. Trigger the support function or apply the escalation plan when ever needed to reach the targets

Title: IT Analyst Location: Bangalore, India Our Cameo team is looking for IT Analysts to work as members of our internal technical support team to process Level 1 technical requests from internal employees over phone and tickets. Responsibilities: Function as an Internal IT Technical Support Executive catering to inbound calls. Provide resolution of procedural, process, information, and technical problems for requests from internal client base submitted over phone or automated means. Provide audit trail of all problems and resolution (input, monitor, action, close) through the use of required tools. Assume ownership of any IT problem from any internal client and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements. Follow-up with clients and utilize case handling and closure policies to ensure satisfaction both from users and employers. Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field. Act as advocates for the internal clients to ensure their needs and concerns are addressed. Follow established procedures for call referral, escalation, and problem resolution. Work cooperatively with other team members to resolve problems to the satisfaction of the administrators. Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team. Perform other duties and responsibilities as assigned. Minimum Requirements: Graduate Degree (CS or EE a plus). Excellent written and verbal communication skills. Ability to communicate clearly and effectively with all levels of IT and Non-IT staff via phone, email, and/or IM. Absolute availability and adherence to work shifts as assigned on a 24/7 mode. This includes assignment on weekend support and night shift as per process requirement. Added Advantage: 6+ months of experience in international call centers / service desks supporting international users only. Trained or certified on technical support related certifications. Additional Areas of Focus: Working knowledge of Windows-based operating systems and applications. Demonstrated ability or potential to analyze, troubleshoot, and resolve issues of varying complexity with minimal supervision. Applies established solutions to solve known issues and assists in the development of solutions for new issues. Able to manage crisis situations effectively. Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction.