Job Title

Escalation Manager – Escalated Complaint Cell – Payment Business

Business Unit

Payment Business

Reporting To

TL – Escalated Complaint Cell

Job Function and Role Type

Payment Business, Escalation Manager

Version No

2.0

Job Purpose

Handle escalated customer queries/complaints from MD/Senior Management/Regulatory bodies and provide resolutions within established guidelines. Liaise with functional units to ensure first-instance resolution and identify process gaps for improvement.

Key Responsibilities

Productivity

Ensure Productivity responsibilities are completed.

TAT

Ensure TAT responsibilities are completed.

Quality

Track daily closed/final responses.

Ensure monthly productivity levels are met.

Ensure resolution/response within defined TAT.

Send interim responses on the same day, if applicable.

Adhere to TAT for CAD/Exception approvals.

Understand and fulfill customer requirements.

Resolve queries to customer satisfaction.

Comply with internal processes and security guidelines.

FCR on Service-Related Complaints

Provide complete resolution at the first instance.

Analyze and reduce repeat interactions monthly.

Follow up on closed cases to ensure commitments are met.

Process Adherence

Minimize pending cases in Sprinklr through follow-up.

Resolve CRM cases within specific TAT.

Accurately capture customer interactions in the system.

Education:

Graduation.





Certifications:

None specified.

Key Competencies

Business writing, communication, coordination, positive attitude, computer literacy.

Major Stakeholders

Customers, Branch Banking Team, Operations, Products, Risk, Sales, Virtual Channel, RPMC.

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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📌 CC-Escalation Manager-Regulatory Desk (Chennai)
🏢 HDFC Bank
📍 Chennai