CC-Escalation Manager-Regulatory Desk

Job Title

Escalation Manager – Escalated Complaint Cell – Payment Business

Business Unit

Payment Business

Reporting To

TL – Escalated Complaint Cell

Job Function and Role Type

Payment Business, Escalation Manager

Version No

2.0

Job Purpose

Handle escalated customer queries/complaints from MD/Senior Management/Regulatory bodies and provide resolutions within established guidelines. Liaise with functional units to ensure first-instance resolution and identify process gaps for improvement.

Key Responsibilities

Productivity

Ensure Productivity responsibilities are completed.

TAT

Ensure TAT responsibilities are completed.

Quality

• Track daily closed/final responses.
• Ensure monthly productivity levels are met.
• Ensure resolution/response within defined TAT.
• Send interim responses on the same day, if applicable.
• Adhere to TAT for CAD/Exception approvals.
• Understand and fulfill customer requirements.
• Resolve queries to customer satisfaction.
• Comply with internal processes and security guidelines.

FCR on Service-Related Complaints

• Provide complete resolution at the first instance.
• Analyze and reduce repeat interactions monthly.
• Follow up on closed cases to ensure commitments are met.

Process Adherence

• Minimize pending cases in Sprinklr through follow-up.
• Resolve CRM cases within specific TAT.
• Accurately capture customer interactions in the system.

Education:

Graduation.

Certifications:

None specified.

Key Competencies

Business writing, communication, coordination, positive attitude, computer literacy.

Major Stakeholders

Customers, Branch Banking Team, Operations, Products, Risk, Sales, Virtual Channel, RPMC.