Escalation Team Leader | Banking & BFSI

Hiring for Escalation Team Leader | Banking & BFSIJob Details

• Position- Escalation Team Leader
• Job Location- Juinagar, Navi Mumbai
• Maximum CTC- 11 LPA
• Salary Revision- Decent hike on last drawn salary
• Maximum Age- 35 Years
• UAN Verification- Mandatory
• Experience- Relevant experience in escalation management and team handling preferred

Role Overview We are seeking a dynamic, result-oriented Escalation Team Leader to manage high-priority customer escalations, lead a team of professionals, and ensure timely resolution of complex customer grievances. The ideal candidate should possess strong leadership capabilities, excellent communication skills, sound knowledge of customer grievance management, and the ability to coordinate with multiple stakeholders to deliver exceptional customer experiences. Key Roles & Responsibilities 1. Team Leadership & Performance Management - Lead, manage, and motivate the escalation management team.- Monitor daily productivity, team performance, and service delivery targets.- Conduct regular coaching, mentoring, and performance feedback sessions.- Identify skill gaps and implement improvement plans.- Ensure achievement of individual and team KPIs. 2. Escalation & Grievance Management - Manage complex, critical, and high-priority customer escalations.- Ensure timely and effective resolution of customer complaints within defined SLAs and TATs.- Handle escalations requiring senior management intervention.- Coordinate with internal departments and stakeholders to resolve customer issues.- Ensure customer satisfaction through appropriate communication and follow-up. 3. Process Improvement & Root Cause Analysis - Conduct Root Cause Analysis (RCA) for recurring customer complaints.- Identify process gaps, operational inefficiencies, and service delivery issues.- Recommend corrective and preventive actions to reduce repeat escalations.- Collaborate with cross-functional teams to implement process improvements. 4. Quality, Compliance & Governance - Ensure adherence to internal policies, regulatory guidelines, and quality standards.- Monitor compliance with established escalation-handling procedures.- Maintain accurate documentation and records of escalated complaints.- Support internal audits and compliance reviews when required. 5. MIS, Reporting & Stakeholder Management - Prepare and review daily, weekly, and monthly escalation reports.- Track critical performance indicators, including SLA adherence, TAT, complaint volumes, and resolution quality.- Present performance updates and improvement initiatives to senior management.- Maintain effective coordination with operations, quality, compliance, and other departments. Required Skills & Competencies - Strong leadership, team management, and people-development skills.- Excellent verbal and written communication.- Experience handling complex customer grievances and escalations.- Strong problem-solving and decision-making abilities.- Knowledge of SLA, TAT, RCA, and customer service KPIs.- Good analytical, reporting, and organizational skills.- Ability to work under pressure and manage critical situations.- Effective stakeholder management and cross-functional coordination. Preferred Candidate Profile - Relevant experience in Banking, BFSI, Customer Service, Grievance Management, or Escalation Operations.- Prior experience in team handling or process operations preferred.- Exposure to senior management escalations and customer complaint resolution.- Strong customer-centric approach with a focus on operational excellence.- Ability to drive team productivity, process compliance, and continuous improvement. Application Details 

• Location: Juinagar, Navi Mumbai
• CTC: Up to 11 LPA
• Contact: hidden_mobile
• Email: Hirings@Knowplicity.in

 Knowplicity Recruitment & Training Consultancy Pvt. Ltd. We do not charge candidates any recruitment fees. Apply Now Take the Next Step in Your Leadership Career!