Back to jobs
Job Description
The Escalation Manager is responsible for leading the Issue Resolution Operations (IRO) team, ensuring effective management of escalations, audits, continuous improvement initiatives, and intercompany issue resolution within a Shared Services environment.
This role owns second-level escalations, audit coordination, and SOP governance, and serves as a technical escalation resource, while driving operational excellence through Root Cause Analysis (RCA), Kaizen, and continuous improvement initiatives.
Key responsibilities
Escalation & Issue Management
- Act as owner of all second-level escalations, ensuring proper tracking, prioritization, and timely resolution.
- Oversee and govern issue-tracking tools (Salesforce, Issue Trackers, RIADs, and others).
- Ensure escalations are properly analyzed, documented, and closed with defined root causes and corrective actions.
Serve as a technical escalation point for tactical operational issues.
Audit & Compliance Ownership
- Act as primary owner of all audit requests.
- Coordinate responses, evidence collection, remediation actions, and follow-ups.
- Ensure audit findings are translated into corrective actions and process improvements.
SOP Governance & Documentation
- Ensure 100% of SOPs are reviewed and updated at least every two years.
- Maintain governance over SOP version control, approvals, and compliance.
- Partner with stakeholders to ensure SOPs reflect current operations and controls.
Continuous Improvement & Process Excellence
- Lead the Continuous Improvement Committee.
- Provide operational guidance and support for ongoing initiatives and projects.
- Apply RCA and Kaizen methodologies to recurring issues and process inefficiencies.
- Drive standardization, simplification, and automation across IRO processes.
Intercompany Management
- Act as the Intercompany Manager for issue resolution activities.
- Coordinate with internal entities, regional teams, and stakeholders to resolve discrepancies.
- Ensure visibility, accountability, and timely resolution of intercompany issues.
People & Team Management
- Manage and develop the IRO team, ensuring clear roles and accountability.
- Provide coaching, feedback, and development plans.
- Foster a culture of ownership, continuous improvement, and customer focus.
- Ensure team capacity aligns with escalation volume and business needs.
Qualifications
- Bachelor’s degree.
- At least 5 years of experience in Shared Services, Operations, Issue Resolution, Accounts Payable, Collections, or Process Excellence.
- Proven experience managing escalations, audits, and cross-functional stakeholders.
- Strong understanding of Finance Operations.
- Experience with Salesforce or similar case management systems.
- Advanced English proficiency.
Key competencies & skills
- Strong analytical and problem-solving skills.
- Expertise in RCA, Kaizen, and Continuous Improvement methodologies.
- Ability to manage high-pressure escalations with professionalism and urgency.
- Excellent stakeholder management and communication skills.
- Strong organizational skills and attention to detailLeadership mindset with a hands-on approach.
- Ability to balance tactical execution with governance and control.