Senior Associate, Escalation Management

11 hours ago

Taguig, National Capital Region, Philippines Lazada Full time

Direct message the job poster from Lazada

Work arrangement

Full 5-day work in the office

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.
Qualifications & Skills
  • 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).
  • 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
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Project Management, Customer Service, and Quality Assurance
  • Industries
  • Internet Marketplace Platforms, Consumer Services, and Information Services

#J-18808-Ljbffr

  • Escalation Manager: Risk Mitigation Specialist

    4 hours ago

    Taguig, National Capital Region, Philippines beBeeRiskManagement Full time ₱800,000 - ₱1,200,000

    Job Title:Senior Associate, Escalation ManagementDescription:This is a senior-level role that focuses on managing and resolving escalations in a timely and effective manner. The primary goal of this position is to ensure that customers receive high-quality service and support when dealing with complex issues.The ideal candidate will have strong...

  • Accountants (Associates to Manager) (Night-shift)

    3 weeks ago

    Taguig, National Capital Region, Philippines HRTX Full time

    Accountants (Associates to Manager) (Night-shift)Job Openings Accountants (Associates to Manager) (Night-shift)About the job Accountants (Associates to Manager) (Night-shift)Job Title: Accounting Associate to Manager LevelJob Location: BGC, TaguigShift: Night Shift, Mon-FriBudget: Open Budget + Night Differential + Other benefitsSUMMARYWe are looking for an...

  • Associate Professional, Import/Export

    11 hours ago

    Taguig, National Capital Region, Philippines Ingram Micro Full time

    OverviewJoin to apply for the Associate Professional, Import/Export role at Ingram Micro.ResponsibilitiesMajor Responsibility: Product Classification (ECCN/HTS)Develop proficiency in the Commerce Control List to determine ECCN classification for technology products, working closely with Sr. Associates to confirm final classification decision for US Export...

  • Accountants (Associates to Manager) (Night-shift)

    4 weeks ago

    Taguig, National Capital Region, Philippines HRTX Full time

    Job Title: Accounting Associate to Manager Level Job Location: BGC, Taguig Shift: Night Shift, Mon-Fri Budget : Open Budget + Night Differential + Other benefits SUMMARY We are looking for an Associate to Manager level role, with experience in financial and accounting practices, including GAAP accounting. US experience is preferred for more senior...

  • Senior Associate Position

    2 hours ago

    Taguig, National Capital Region, Philippines beBeePayroll Full time ₱900,000 - ₱1,200,000

    Job TitleA Senior Associate Position is available in our organization.The successful candidate will provide expert guidance on optimizing and maintaining payroll processes within SAP SuccessFactors Employee Central Payroll, ensuring compliance with regulatory requirements while enhancing operational effectiveness.Key ResponsibilitiesManage payroll processes...

  • Customer Service Team Manager

    58 minutes ago

    Taguig, National Capital Region, Philippines beBeeHealthcare Full time ₱250,000 - ₱500,000

    Job TitleThis is a leadership role responsible for managing a team of customer service associates. The incumbent will be expected to lead by example, motivate and coach the team to achieve set targets.ResponsibilitiesLead a team of 12-20 customer service associates and motivate them to achieve the team's Service Level Agreements (SLA).Consistently achieve...

  • Senior Manager

    3 weeks ago

    Taguig, National Capital Region, Philippines JPMorgan Chase & Co. Full time

    Senior Manager - Business Support ManagementSenior Manager - Business Support ManagementSenior Manager - Business Support ManagementJob DescriptionCommercial Banking Business Support Management (BSM) is a worldwide organization that encompasses Administrative Assistant Management and Office Management. It spearheads a centralized team offering administrative...

  • Accounts Receivable Associate

    2 hours ago

    Taguig, National Capital Region, Philippines beBeeAccounting Full time ₱250,000 - ₱450,000

    Job Title: Accounts Receivable Associate_ HybridWe are seeking an experienced Accounts Receivable Associate to join our team in a hybrid role. The ideal candidate will have a strong background in Billing and Accounts Receivable processes, with excellent communication and problem-solving skills.About the RoleThis is a full-time position that requires the...

  • Associate Client Service Manager

    11 hours ago

    Taguig, National Capital Region, Philippines Empower Full time

    OverviewOur vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within...

  • Finance Associate

    11 hours ago

    Taguig, National Capital Region, Philippines PH Global Jet Express Inc. (J&T Express) Full time

    OverviewJoin to apply for the Finance Associate - Income role at PH Global Jet Express Inc. (J&T Express)Duties And ResponsibilitiesFinance Income Associate is responsible for assisting in managing all aspects of a company's activities involving credit (Accounts Receivables) given to clients and customers, with a focus on supporting the collection of...