Escalations Manager

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ESCALATIONS MANAGER

Salary: Competitive and based on experience
Location: Taguig

Keywords: Escalations, Manager, Customer Service, Banking Industry, Financial Institution

Our client is seeking a highly competent Escalations Manager to join their dynamic team. This role offers an exciting opportunity to develop and enforce sound SOP’s procedures, manage operational risks, and create a strong workforce within the operations team. The successful candidate will be responsible for ensuring that the operations of the team in handling client concerns and ticket management are within policy and procedures and prescribed SLA. This role requires a strong drive to improve processes, superior customer service orientation, advanced data management skills, and excellent escalation management skills.

* Opportunity to lead a dynamic team
* Chance to develop and enforce sound SOP’s procedures
* Role requiring superior customer service orientation and excellent escalation management skills

What you'll do:

As an Escalations Manager, you will play a pivotal role in developing competent individuals in the operations team. Your excellent analytical skills will be crucial in developing preventive measures to avoid recurrence of problems. You will also be responsible for reporting executive complaints, maintaining high-quality responses sent to clients, regulators, business units etc., managing escalations and tickets team performance, growth, and development. Your ability to adapt quickly to changes in a fast-paced environment will be key to your success in this role.

* Develop and enforce sound SOP’s procedures with minimal process gaps whilst mitigating operational risk.
* Ensure that operations of the team in handling client concerns and ticket management are within the policy and procedures and prescribed SLA.
* Act as gatekeeper of processes handled by the team, ensuring proper endorsement and approval based on LOA.
* Develop preventive measures to avoid recurrence of same problem and analyze process flow to create or offer process improvement.
* Report and highlight executive complaints such as incidents that hit escalation triggers, to the team leader and/or CX Heads.
* Assure availability of accurate and complete details and documentation on the case.
* Maintain high quality of responses sent to clients, regulators, business units etc.
* Closely work with Business Unit’s Person-in-charge on handling tickets routed to their respective teams and monitor resolution within prescribed SLA.
* Manage escalations and tickets team performance, growth and development.
* Participate in projects assigned from time to time.

What you bring:

The ideal candidate for this Escalations Manager position brings a wealth of leadership experience in customer service within the banking industry or financial institution. Your strong business communication skills, analytical and investigative skills, and drive to improve processes will be key in this role. You will also bring advanced data management skills, superior customer service orientation, excellent escalation management skills, and a flexible and quick ability to adapt to changes in a fast-paced environment.

* Bachelor’s Degree in any Business-related course
* Leadership experience in customer service in the banking industry or financial institution
* Strong business communication skills
* Strong analytical and investigative skills
* Strong drive to improve process
* Superior customer service orientation
* Advanced data management skills
* Superior sense of urgency
* Excellent escalation management skills
* Excellent tracking and monitoring of case resolution
* Flexible and quick ability to adapt to changes in a fast-paced environment

What sets this company apart:

Our client is a leading financial institution known for its commitment to providing exceptional customer service. They offer a dynamic and supportive work environment where employees are encouraged to grow and develop their skills. They believe in fostering a culture of continuous learning and improvement, making it an ideal place for individuals who are passionate about personal and professional growth.

What's next:

Ready to take the next step in your career? Apply now!

Apply today by clicking on the link provided. We look forward to receiving your application!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.