About the role
JOB Description – Sky Global Indian RM – Escalation Management
Key Responsibilities:
- Handle end-to-end customer escalations received through internal and external channels.
- Ensure closure of complaints within defined TATs and service levels.
- Coordinate with Branches, Operations, Contact Centre, Compliance, and other stakeholders for resolution.
- Conduct root cause analysis and drive corrective actions for recurring issues.
- Prepare MIS, complaint dashboards, and management reports.
- Monitor complaint trends and recommend process improvements.
- Manage critical and high-impact customer cases with appropriate service recovery.
- Ensure adherence to regulatory guidelines and internal policies.
Key KPIs:
- Complaint Resolution TAT
- Escalation Closure Rate
- Reduction in Repeat Complaints
- Customer Satisfaction / NPS Improvement
- Aging Case Management
- RCA Completion and Process Improvement Implementation