Escalation Manager

About the Role

The Escalation Manager - Central EDD will be responsible for managing and resolving high-priority customer escalations. This role involves acting as the primary point of contact for escalations, analyzing root causes, and implementing solutions to prevent recurrence. The role requires collaboration with cross-functional teams and effective communication with stakeholders to ensure timely resolution and continuous improvement in escalation handling processes.

Key Responsibilities

Primary Responsibilities

• Manage and resolve high-priority customer escalations by acting as the primary point of contact.
• Analyze escalation cases to identify root causes and develop action plans to prevent recurrence.
• Collaborate with cross-functional teams (e.g., customer support, branch, branch control team operations) to ensure timely resolution of issues.
• Communicate escalation progress, resolution steps, and outcomes clearly and effectively to internal and external stakeholders.
• Maintain detailed documentation of escalation cases, including resolution steps, outcomes, and process improvements.
• Monitor trends in escalations to identify systemic issues and recommend process or product improvements.
• Establish and maintain escalation processes and workflows to improve response time and resolution quality.
• Provide training and guidance to EDD teams on escalation handling best practices.
• Prepare reports and metrics on escalation performance and present findings to senior management.
• Ensure compliance with company policies.
• Assist in audits, regulatory inspections, and compliance reporting as required.
• Liaise with internal stakeholders, serve as a point of escalation for complex cases, and provide subject-matter expertise.
• Demonstrate strong analytical and investigative skills with the ability to interpret complex data.
• Prepare regular management information reports on team system performance, trends, and risks.
• Address escalating complex issues to management when necessary.
• Monitor the effectiveness of central enhanced due diligence systems and recommend improvements or adjustments.
• Represent the team in cross-departmental meetings, audits, and regulatory reviews.

Secondary Responsibilities

• Oversee and manage a team responsible for identifying, investigating, and reporting suspicious financial activities.
• Ensure compliance with relevant regulatory requirements.
• Lead daily operations and enhance systems to mitigate risks effectively.
• Collaborate with internal stakeholders to improve risk management processes.

What We Are Looking For

Education

• Bachelor’s degree in any relevant stream.
• Post-graduation in any stream is preferred.

Experience

• 7+ years of relevant experience in escalation management, financial crime, or related fields.

Skills and Attributes

• Strong analytical and investigative skills.
• Excellent communication and stakeholder management abilities.
• Ability to interpret complex data and provide actionable insights.
• Proficiency in managing cross-functional teams and resolving escalations.
• Knowledge of compliance and regulatory requirements.