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