Overview:We are seeking a detail-oriented and highly organized Escalation Manager to manage and resolve client escalations within the immigration services sector. The ideal candidate will act as the primary point of contact for high-priority cases, ensuring client satisfaction while balancing regulatory compliance and operational standards. Key Responsibilities:Manage and resolve complex client escalations involving immigration processes such as visas, work permits, permanent residency, citizenship applications, and compliance issues.

Act as a liaison between clients, legal teams, case managers, and government authorities to expedite case resolutions. Analyze escalated cases to identify root causes and develop action plans to prevent recurrence. Provide status updates and reports to senior leadership on escalation trends,



resolution timelines, and client feedback.

Develop escalation protocols and maintain documentation for continuous improvement.

Monitor Service Level

Agreements (SLAs) and ensure that escalated cases are handled within defined timelines. Train and mentor frontline case managers on escalation handling techniques. Maintain an in-depth understanding of immigration regulations, policies, and industry best practices. Advocate for clients while ensuring company policies and legal compliance are upheld. Coordinate across departments (legal, operations, client services) for comprehensive issue resolution.

📌 Escalation Manager (New Delhi)
🏢 Go-Global Immigration Services Private
📍 New Delhi