RCO Manager II Escalations Lead

7 days ago


Bengaluru, Karnataka, India ADCI - Karnataka Full time
About the Role

We are seeking a highly skilled and experienced RCO Manager II Escalations to join our Registration and Compliance (R&C) Escalations Team. As a key member of our team, you will be responsible for leading our escalations team and driving process improvement, motivating a team of exceptionally driven, customer-obsessed escalations specialists & managers, while maintaining singular focus on ensuring and improving a world-class customer experience.

Key Responsibilities
  • Successful leadership and development of a team of escalation specialists based in Europe, India and SJO
  • Support the team in conducting highly sensitive escalation investigations, ensuring high quality standards for findings, root cause analysis, and corrective and preventative recommendations
  • Lead and support narrative write ups requested by executives and stakeholders
  • Contribute to establish goals for the escalations program
  • Track progress, and manage through obstacles to achieve service levels, quality holding his/her team/s accountable to meet and exceed performance targets.
  • Deliver high-quality escalation reports that are effectively written with practical, actionable, and value-added recommendations
  • Drafting and presenting deep-dive documents and reports on policy and process gaps to senior executives
  • Analyze escalation trends and provide strategic recommendations to the business to proactively address defects
  • Establish feedback loop mechanisms and drive for improvement by leading global initiatives with product, tech, operations & other partners teams aimed at preventing escalations and improving customer experience
  • Leading performance and business reviews for the escalations program
About You

We are looking for a highly skilled and experienced professional with a strong background in incident/event management, people management, and project/program management. You should have excellent English written and verbal skills, and be able to comfortably and confidently present to all levels within the business.

Preferred qualifications include Six Sigma, Lean, green belt certification or equivalent working experience, advanced qualifications such as MBA, knowledge of ITIL/Lean Processes, and understanding of Registration and compliance workflows.



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