Sky Global Indian Service-RM_Sky Channel_0236_1461_1001752

JOB Description – Sky Global Indian RM – Escalation Management Key Responsibilities: - Handle end-to-end customer escalations received through internal and external channels. - Ensure closure of complaints within defined TATs and service levels. - Coordinate with Branches, Operations, Contact Centre, Compliance, and other stakeholders for resolution. - Conduct root cause analysis and drive corrective actions for recurring issues. - Prepare MIS, complaint dashboards, and management reports. - Monitor complaint trends and recommend process improvements. - Manage critical and high-impact customer cases with appropriate service recovery. - Ensure adherence to regulatory guidelines and internal policies. Key KPIs: - Complaint Resolution TAT - Escalation Closure Rate - Reduction in Repeat Complaints - Customer Satisfaction / NPS Improvement - Aging Case Management - RCA Completion and Process Improvement Implementation Originally posted on Himalayas