Manager-Senior Management Escalations

Position Overview:

Key Responsibilities

• Track and manage all open escalations addressed to senior leadership.
• Ensure adherence to defined TATs and escalation protocols.
• Coordinate with cross-functional teams to resolve issues and prepare executive summaries.
• Maintain escalation matrix and ensure SFDC case creation and updates.
• Provide professionally drafted customer responses and ensure no escalation contains unprofessional communication.
• Handle ERU escalations within defined timelines.

Qualifications & Experience

• Bachelors degree in Business Administration, Communications, or related field.
• Postgraduate qualification preferred.
• Experience in real estate or facility management industry is a plus.

Required Skills & Experience:

• Strong communication and stakeholder management skills.
• Experience in handling customer escalations and complaint resolution.
• Ability to work under pressure and manage sensitive issues with discretion.
• Proficiency in SFDC or similar CRM tools.
• Minimum 5 years of experience in customer service or escalation management roles.

Whats in it for you?

Be an equal parent

Maternity support, including paid leave ahead of statutory guidelines, and flexible work options on return

Paternity support, including paid leave

New mothers can bring a caregiver and children under a year old, on work travel

Adoption support; gender neutral and based on the primary caregiver, with paid leave options

No place for discrimination at Godrej

Gender-neutral anti-harassment policy

Same sex partner benefits at par with married spouses

Gender transition support

We are selfish about your wellness

Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up options

Trust based sick leave

Mental wellness and self-care programmes, resources and counselling

Celebrating wins, the Godrej Way

Structured recognition platforms for individual, team and business-level achievements

Performance-based earning opportunities

https://www.godrejcareers.com/benefits/

An inclusive Godrej

Before you go, there is something important we want to highlight. There is no place for discrimination at Godrej. Diversity is the philosophy of who we are as a company. And has been for over a century. Its not just in our DNA and nice to do. Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster. We hope this resonates with you.

We take pride in being an equal opportunities employer. We recognise merit and encourage diversity. We do not tolerate any form of discrimination on the basis of nationality, race, colour, religion, caste, gender identity or expression, sexual orientation, disability, age, or marital status and ensure equal opportunities for all our team members.

If this sounds like a role for you, apply now! We look forward to meeting you.