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