Job Description

We are seeking a seasoned and proactive Manager Escalation Team to lead our customer escalations and regulatory complaints function. The ideal candidate will manage high-priority customer issues, including RBI CMS/NCH complaints, and work cross-functionally to implement long-term solutions that enhance customer experience. This is a key role that requires deep experience in customer service operations, excellent communication skills, and a strong command over compliance- led service management. Key Responsibilities: • Oversee the daily operations of the customer support escalation team and RBI CMS complaints team. • Handle high-impact customer issues and regulatory escalations with a sense of urgency, accuracy, and ownership. • Design, implement, and enhance escalation management processes to reduce resolution time and improve satisfaction. • Ensure effective coordination with legal and compliance teams on RBI CMS complaints and adherence to regulatory TATs. • Develop and enforce customer support policies and processes in alignment with internal standards and regulatory requirements. • Provide timely and relevant updates to the team regarding product changes, trends, and escalation protocols. • Track and analyse key support metrics, generate actionable insights, and prepare regular reports for leadership. • Conduct regular training, coaching, and performance evaluations to ensure team effectiveness and compliance readiness. • Collaborate with cross-functional teams to drive root cause resolutions and prevent repeat issues.