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.

Work arrangement
No