Sky Global Indian Service

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