Senior Client Escalation Manager

6 days ago

Johannesburg, South Africa Finastra USA Corporation Full time

**Responsibilities**:
**What will you contribute?**

This role will focus on the resolution of customer escalations raised at the executive level by collaborating with internal and external parties for resolution. Will identify key trends to support client retention.

**Responsibilities & Deliverables**:
Your deliverables will include, but are not limited to, the following:

- Main point of contact to manage complex customer escalations from initiation through resolution. Develop, establish and drive the escalation management process for high-profile and critical issues affecting UB customers
- Act with the highest degree of professionalism and be well versed in conflict de-escalation and resolution of highly complex systemic issues impacting customer relationships.
- Partner and lead cross-functional teams from Sales, Customer Support, Development and other business functions to resolve customer issues that protects and preserves the customer's relationship with Finastra
- Establish processes and programs to scale the ability to systematically track, manage and successfully resolve complex issues negatively impacting customer relationships.
- Establish success criteria and performance metrics and analyze escalation trends to produce strategic recommendations to proactively address systemic issues.
- Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.
- Conduct root cause analysis to help identify and resolve customer issues
- Define individual de-escalation plans and assign action owners. Agree plans with customers and UB leadership team and / or Finastra ELT (where necessary)
- Define the exit criteria for customers in escalation, and develop and implement plans to move them out of escalation back into BAU
- Collaborate and manage the single watch list, along with ROO, for all critical issues and escalations across the BU. Prioritise issues, allocate actions and owners from across the BU, and work with BU owners to resolve issues and de-escalate customers within agreed timeframe
- Monitor watch list progress through to resolution and facilitate weekly cadence capture updates from BU action owners
- Orchestrate resolution process for escalations, working with and mediating internal teams to track, manage and resolve these in a timely and professional manner
- Work collaboratively with Account Executives to provide regular communications to affected customers
- Own senior executive relationships within escalated customers
- Other duties as assigned

**Required Experience & Skills**
- 5+ years’ experience in project or program management
- PMP Certification preferred.
- Demonstrate ability to challenge, negotiate, influence and persuade stakeholders
- Drive for results and outcomes
- Domain knowledge in core banking solutions, digital banking, or banking industry preferred
- Ability to communicate at all levels within the organization and including external customer communication
- Conflict resolution skills
- Ability to build strong relationships including with C-suite.

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