Job Title Escalation Manager – Escalated Complaint Cell – Payment Business Business Unit Payment Business Reporting To TL – Escalated Complaint Cell Job Function and Role Type Payment Business, Escalation Manager Version No 2.0 Job Purpose Handle escalated customer queries/complaints from MD/Senior Management/Regulatory bodies and provide resolutions within established guidelines. Liaise with functional units to ensure first-instance resolution and identify process gaps for improvement. Key Responsibilities Productivity Ensure Productivity responsibilities are completed. TAT Ensure TAT responsibilities are completed. Quality Track daily closed/final responses. Ensure monthly productivity levels are met. Ensure resolution/response within defined TAT. Send interim responses on the same day, if applicable. Adhere to TAT for CAD/Exception approvals. Understand and fulfill customer requirements. Resolve queries to customer satisfaction. Comply with internal processes and security guidelines. FCR on Service-Related Complaints Provide complete resolution at the first instance. Analyze and reduce repeat interactions monthly. Follow up on closed cases to ensure commitments are met. Process Adherence Minimize pending cases in Sprinklr through follow-up. Resolve CRM cases within specific TAT. Accurately capture customer interactions in the system. Education: Graduation. Certifications: None specified. Key Competencies Business writing, communication, coordination, positive attitude, computer literacy. Major Stakeholders Customers, Branch Banking Team, Operations, Products, Risk, Sales, Virtual Channel, RPMC.