The Escalation Manager will be responsible for managing customer complaints and escalations across all service channels, ensuring timely resolution, regulatory compliance, and superior customer experience. The role will act as the central point of contact for critical customer grievances, executive escalations, regulator-related complaints, and service recovery initiatives while driving continuous process improvements. This role requires solid stakeholder management, analytical skills, and a customer-centric approach.

Key Responsibilities

Escalation Grievance Management
Manage end-to-end resolution of customer escalations received through branches, contact center, social media, email, senior management, and regulatory forums.
Ensure adherence to defined TATs and service standards for complaint resolution.
Handle high-priority and sensitive customer cases requiring cross-functional intervention.
Drive prompt closure of unresolved grievances while maintaining customer satisfaction levels.

Regulatory Compliance
Ensure compliance with RBI, NHB, and company grievance redressal guidelines.




Monitor and respond to complaints received through regulatory platforms.
Maintain documented records of escalations and resolutions for audits and compliance reviews.

Stakeholder Management
Collaborate with Operations, Collections, Legal, Credit, Technical, IT, and Branch teams to resolve customer issues.
Liaise with senior management on critical and potential reputational-risk cases.
Conduct regular reviews with business stakeholders to reduce recurring complaints.

Analytics Process Improvement
Analyze complaint trends and root causes to identify systemic issues.
Recommend process enhancements to improve customer experience and reduce escalations.
Prepare dashboards and MIS reports on complaint volumes, TAT adherence, aging cases, and resolution effectiveness.

Customer Experience
Drive service recovery initiatives for dissatisfied customers.
Monitor customer feedback and NPS drivers related to escalations.
Ensure fair, transparent, and customer-focused resolution of complaints.

📌 Escalation Manager Gurugram
🏢 IIFL home finance
📍 Gurugram