Global Escalation Manager
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On Global Escalation Manager position you will: manage escalation requests from initial receipt through to closureassess each escalation to confirm it is appropriate and justified, responding directly to clients when it is notcollaborate with the relevant stakeholders to resolve escalations and follow them through to closure. when escalation progress is not on track, work with Managers and Team Leaders to provide updates and ensure commitments are met work with the Escalation Team to proactively identify opportunities to reduce or prevent future escalationssupport the definition and management of the Case Escalation processreport on escalation trends, volumes, and outcomes develop a clear understanding of the root causes behind customer issues coordinate with different departments to secure the right resources for each customer engagement agree clear exit and success criteria with the customer before proposing an action plancreate action plans that prioritize tasks based on urgency and resource availabilitydrive the timely implementation of solutions by providing clear direction and motivation work largely independently within defined policies and procedurescollaborate with Unit4 departments globally to resolve complex issues set realistic customer expectations around timelinesguide the customer back to standard BAU procedures once the agreed exit or success criteria have been met