Escalation Manager

IIFL Home Finance; Gurugram District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

IIFL Home Finance is seeking an Escalation Manager to lead end-to-end resolution of customer complaints across all service channels. You will ensure regulatory compliance and drive service recovery initiatives to enhance customer experience.

The role requires strong stakeholder management, analytical acumen, and a customer-centric approach to reduce escalations and improve resolution effectiveness across all touchpoints.

Responsibilities

• 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.

Job description

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 strong 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.