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Live Connecitons Hiring an Escalations Manager supporting Complaints Management for Commercial Bank at Bengaluru and Hyderabad India In this role, you will: - Manage and develop a team to handle complex customer service tasks and create initiatives and programs to support escalations business goals and objectives. - Engage internal partners associated with the Escalations functional area. Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area - Make decisions and resolve issues regarding internal and external client complaints. Interact directly with internal and external customers to resolve their inquiries and complaints - Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects - Research, respond to, and resolve escalated inquiries - Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support - Prioritize work and provide daily work leadership and mentorship to the support team - Lead or contribute to client issue resolutions that require coordination amongst various teams - Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints - Consult project owners in case of high profile escalated case - Manage allocation of people and financial resources for aligned functional area or business group - Mentor and guide talent development of direct reports and assist in hiring talent. Required Qualifications - 6+ years of Customer or Disputes, Claims, or Fraud Resolution experience in the Financial Services industry, or equivalent demonstrated through one or a combination of : work experience, training, military experience, education - 2+ years of leadership experience (Team Management) Desired Qualifications: - Experience researching/responding to complaints in compliance with the Complaint Management Policy. - Experience with Commercial Banking - Ability to research and interpret process changes and communicate the impact they will have on the process the team uses. - Experience managing a pipeline and metrics for self and or others. - Experience providing guidance/leadership/mentorship to team members. - Ability to act as SME for the Commercial Banking complaint program requirements. - Excellent verbal, written and interpersonal communication skills. - Experience in building collaborative relationships - Ability to pull and manipulate reporting using tools such as Excel, including pivot tables, and Tableau Hours of Operation 6:30 PM IST to 3:30 AM IST Job Expectations: - Position will report to one of the posted locations per Enterprise/LOB guidance currently 4 days in office weekly - Preferred locations are listed in posting and no other locations are being considered at this time.

Hyderabad

Bangalore

Manager - Complaint Management/Escalation Management - Bank 

Job Description for Manager - Complaint Management/Escalation Management - Bank  in LIVE CONNECTIONS in  Hyderabad Bangalore for (8-13) years of experience. Apply Now!

Manager - Complaint Management/Escalation Management - Bank  | iimjobs.com