RCO Manager II Escalations, R&C Escalations
5 months ago
We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Registration and Compliance (R&C) Escalations Team.
In this role you will be part of the R&C Shared Services (SS) organization, and will be our leading our escalations team.
Escalation leader sets the vision, direction, and culture of their team by 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.
Person in the role will own critical KPIs and escalation mechanisms (inputs, tools, adoption, inspection, outputs and performance) that lead to data-driven insights to optimize customer experiences and reducing escalations
Key job 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
A day in the life
The role of this position is to provide leadership and guidance to the teams under supervision, manage escalation specialists to achieve the program goals, while working closely with operations, product, quality transformation, customer excellence teams to drive metrics and projects focused on escalations reduction and seller experience improvement
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
BASIC QUALIFICATIONS
•Bachelor’s degree or equivalent•3+ years of experience with Incident/Event Management for critical services
•2+ years of people management experience
•Extensive relevant industry experience across operations, risk, fraud investigations and/or compliance, etc.
•Project/Program management experience managing small to mid-size project and program from inception to delivery
•Excellent English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business
PREFERRED QUALIFICATIONS
•Six Sigma, Lean, green belt certified or equivalent working experience.•Advanced qualifications such as MBA would be advantageous
•Knowledge of ITIL/Lean Processes
•Understanding of Registration and compliance workflows
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