Escalation Manager

Job Requirements

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.