Senior Associate, Escalation Management-BGC

Department:

Customer Service

Location:

Philippines

Job Description

Key Tasks & Responsibilities:
- Primary Escalation Resolution: Own end-to-end resolution of high-risk escalations from regulatory bodies, Media and C-level complaints, achieving 90%+ "First Call Resolution" rate & 24hrs resolution and preventing case recurrence through systematic root cause elimination.
- Process Optimization & Fix: Identify and permanently resolve broken processes that generate escalations, implementing “Once and Done” solutions that prevent similar issues from recurring across the customer base.
- BPO Partnership & Agent Enablement: Collaborate with BPO teams to enhance escalation handling capabilities, establish clear handoff protocols, and build agent competency to resolve complex cases at first contact.
- Regulatory & Compliance Management: Serve as primary liaison for regulatory escalations, ensuring timely resolution and compliance while building preventive measures to avoid future regulatory issues.
- Customer Experience Recovery: Drive customer satisfaction recovery for escalated cases, ensuring resolution meets or exceeds customer expectations while capturing insights to prevent similar experiences.
- Cross-Functional Collaboration: Work with product, operations, and policy teams to translate escalation insights into systemic improvements that enhance overall customer experience.
- Performance Monitoring & Accountability: Track escalation resolution metrics, identify trends, and implement corrective actions to maintain service excellence standards.
- Team Leadership & Development: Guide escalation management practices across the customer care organization, establishing best practices and training protocols for sustainable improvement.
- Strategic Process Enhancement: Continuously evaluate and improve escalation management framework to reduce overall escalation volume while maintaining resolution quality.

Job Requirements

Qualifications & Skills
- Bachelor's degree
- At least 2+ years of strong relevant experience in operation and performance management, especially in high level escalation cases
- Strong sense of ownership and problem-solving abilities with proven records of BPO or agents management.
- Ability to handle complex issues with high level of urgency.
- Excellent stakeholder management skills: working with different stakeholders / parties to resolve issues & cases.
- Excellent interpersonal and communication skills esp in English & local language (spoken and written).
- Good presentation skills
- Meticulous and detail-oriented & ability to present ideas in reporting/ presentation.
- Understanding the industry's best practices and operational processes is essential.
- Highly advantageous to have relevant experience from eCommerce industry / set up.
- Ability to transform raw data into structured information, which will then be analyzed to glean insights that drive strategic decision making in business or proficiency in data, process mapping tools, SQL is a plus
- Confident and firm to confront or challenge professionally when necessary.
- Willing to attend court proceedings in various states as when required.
- Strong people management and leadership skills

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