• Identifies the correct resources needed to drive the resolution of a problem and operates as the focal point
• Facilitate meetings with the required resolution team members to drive a structured and cohesive resolution plan. 
• Manages the execution of the technical Action Plan with the customer.
• Teams with the internal business units for internal/external status communications and meeting requirements. 
• Provide heads-up alerts and regular updates to internal upline / executive management for high visibility situations. 
• Ensures fulfillment of parts and machine replacement requests as approved. 
• Drives special projects to improve customer experience/satisfaction and continually looks for ways to innovate to improve efficiency and execution. 
• Completes a closed loop/lessons learned template when closing each case with a focus on identifying actionable items to drive improvements in the business or process.

Skills: Resource Coordination, Meeting Facilitation, Action Plan Management, Cross-Functional Collaboration, Crisis Communication, Parts Fulfillment, Project Leadership, Process Improvement

• Maintenance of risk management policies and risk profiles in relation to financial crime within the Business banking product, including the application of those policies
• Supervision of appropriate measures to ensure that money laundering risks are taken into account in day-to-day operations, including in relation to the development of new business banking products, the taking-on of new business and more complex customers as offering expands and changes in business profile
• Being the SME for all business escalations including the approval of complex engagements, PEP relationships and adverse media concerns
• Providing expertise on the unpacking of complex corporate structures to first-line teams to ensure new and existing business relationships are understood and risks identified
• Proactively identifying situations that may pose significant compliance risk and guides management in the development/reviewing/updating of relevant policies, procedures and business practices
• Driving a compliance review and analysis of new regulatory developments and maintaining oversight of developments impacting business banking activities
• Participating and collaborating in compliance advisory and integration projects as well as conducting compliance assessment and defining requirements as needed for the approval of business projects and initiatives such as new product development and changes to existing products
• Partnering with business Product Owners to educate and drive the appropriate execution of compliance requirements across current and future business banking products and services.

Skills: Risk Management, AML Supervision, Escalation Handling, Structure Analysis, Risk Detection, Regulatory Analysis, Compliance Collaboration, Project Assessment

• Manage a pipeline of Regulatory, TMS, Off-us/Social Media, and FB&T escalations/complaints per guidelines, which result in proper and timely resolution.
• Maintain a record of daily prioritized issues list in SharePoint and action plans, taken of all active investigations and prioritized workload to drive resolution.
• Effectively lead and work with cross-functional teams for escalation investigations, root cause analysis, identification, and implementation of corrective/preventative actions.
• Communicate with customers either via phone, email, or mail in relation to an escalation received.
• Review and identify the root cause for all escalated service requests and use this information to improve continuously within service delivery teams.
• Request monthly action plans post-incident reviews, and status updates from process owners.
• Conduct monthly audits on vendor complaint case submissions, report findings to vendor managers and request action plans on audit findings.
• Conduct CRT case reviews to reduce duplicate submissions, recategorize “other” and review regulatory mention complaints, and provide coaching feedback and opportunities for improvement as needed through vendor meetings.
• Work in partnership with Complaint lead to Triage emerging trends and create monthly reporting for Mercury Financial and FB&T.

Skills: Regulatory Management, SharePoint Proficiency, Cross-Functional Leadership, Customer Communication, Root Cause Analysis, Audit Conduct, Case Review, Trend Analysis

• Ensures all responsible parties execute on success plan activity and that all stakeholders receive updates about the level of involvement.
• Single point of contact for multiple teams during escalations
• Lead escalation efforts for critical customer issues and help drive through resolution.
• Tracks/analyzes trends and creates reports on escalated issues.
• Provides regular updates to internal and external stakeholders and executive leadership.
• Structure, manage and maintain regular meetings to review escalations
• Set correct expectations and drive relief and resolution through effective communication
• Collaborates with the Global Escalation Management team to ensure process alignment and best practice refinement.
• Review the root cause of escalations and work with appropriate teams to ensure enhancements to Informatica products and services.
• Creates and maintains lines of communication with internal resources (Sales, Professional Services, Support, and R&D).

Skills: Stakeholder Coordination, Escalation Management, Issue Resolution, Trend Analysis, Stakeholder Communication, Meeting Management, Expectation Setting, Process Improvement

• Keep appropriate stakeholders/executives up-to-date with the latest information on high-priority incidents through timely and regular written and verbal communications. 
• Solid understanding of escalation management practices.
• Owns and addresses all  "at risk" situations for a portfolio of clients
• Align the appropriate resources to resolve critical escalations in the environment.
• Manage the Critical Accounts queue to address the underlying causes for incidents and drive continued improvement in service availability.
• Gather appropriate resources from the customer and internal teams to drive resolution to high-level issues.
• Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
• Interject in scrum meetings to help prioritize customer issues with development.
• The drive continued improvement in system availability through problem identification and resolution.
• Monitor KPIs that indicate the effectiveness of the Escalation Management process

Skills: Stakeholder Communication, Escalation Practices, Client Risk Management, Resource Alignment, Critical Account Management, Cross-Functional Leadership, Scrum Participation, KPI Monitoring

• Ability to effectively identify and manage a list of issues from inception to resolution
• Analytical skills, creative thinking, and customer understanding
• Ability to effectively lead and work with cross-functional teams
• Ability to effectively manage crisis situations
• Ability to manage customer expectations clearly, concisely, and in summary format
• Understanding of cross-functional relationships and processes critical to driving issue resolution
• Background and experience in technical customer-facing roles (Technical support/Technical account management)
• Experience in enterprise technical support, escalation/incident management or related customer-facing roles.
• Strong can-do mentality and willingness to participate in on-call rotation (including weekends) and embrace the critical and time-sensitive nature of escalations and incidents.
• Strong problem-solving skills, coupled with an extremely customer-centric mindset.
• Ability to work effectively with Front Line Support Engineers as well as participate in other cross-team engagements to expedite resolution to hot issues.
• Strong business insights and the ability to manage customer communications on critical or sensitive issues/events. Excellent written and verbal skills in English.
• Highly motivated by challenges and passionate about identifying, proposing, and executing betterments to drive continuous improvement.
• Excellent time management skills, with great attention to detail.

Qualifications: BA in Business Administration with 5 Years of Experience

• Excellent commercial and customer understanding
• Able to understand how the customer is using Destiny's services and detect the real needs and struggles of the customers with the help of other support members.
• Technical understanding of telecom and cloud communication services with the ability to translate into business concepts and understand the customers' problems, but no technical hands-on
• Very good writing and verbal communication skills in French, Flemish, and English.
• Experience in Incident management and handling
• Have the right amount of mediation skills.
• Patient person and have excellent listening. 
• Can analyze a problem and puzzle pieces together.
• Stress-resilient and can handle difficult situations. 
• Can engage and motivate people to be customer-oriented and to find a solution for the customer In a collaborative way.

Qualifications: BA in Project Management with 6 Years of Experience

• Excellent written and oral Dutch, French, and English communication skills.
• Experience in investigations or escalation handling.
• Audit, Risk, and/or Compliance experience.
• Experience working in risk mitigation, fraud or compliance function, internal controls, legal, HR compliance, labor employment, transportation or supply chain experience.
• Experience in managing projects or/or case management or/and experience in improving processes.
• Experience in CIA, CFE, CISA, CPA, or similar risk, audit, or compliance credentials.
• Experience in operations, transportation, and logistics industry will be strongly
• Performing analysis of data from a variety of sources to identify possible risk indicators, and partnering with internal stakeholders to drive root cause analysis.
• Demonstrable problem-solving, mathematic, and analytical skills using data to drive decisions in a business environment.
• Ability to work effectively against tight deadlines and in a quickly changing risk environment.
• Advanced Excel knowledge to support data analysis and reporting of escalation metrics.
• Able to work effectively with multiple stakeholders across different organizations.

Qualifications: BA in Psychology with 2 Years of Experience

• Experience in customer support and service.
• Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.
• Crisis management skills: able to set priorities, multitask multiple workstreams, accurately reflect current state and drive towards desired state.
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Client focus and ownership, use of own initiative, and a proactive approach to work.
• Ability to facilitate conversations with large groups of remote people.
• Ability to maintain calm during stressful situations.
• Ability to translate technical incidents into business terms.
• Understands a customer’s technical issue and can assess business impact and articulate and communicate it across multiple groups including executive management.
• Prior Experience in an Enterprise Software Support organization in the capacity of Escalation Management, Customer Advocacy or Incident management 

Qualifications: BA in Information Technology with 4 Years of Experience

• Experience in account management, consultation, project management, escalation management, and/or technical support experience
• Ability to apply Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).
• Proficient in Google apps (slides, sheets, etc..)
• Knowledge of Quip and Slack 
• Advanced ability to write and speak to an executive audience.
• Demonstrate outstanding customer service, including the ability to set expectations, and communicate clearly, expertly, timely and patiently with customers.
• Knowledge of the digital marketing space and ability to recognize and relate to customers’ specific use cases for applying technology.
• Experience in client-facing roles working with SaaS Enterprise accounts 
• Customer Success experience for Enterprise and Strategic accounts 
• Escalation Management experience
• Excellent communication skills (written and verbal), including negotiation and objection-handling skills
• Experience supporting and building on Twilio products or similar cloud APIs.
• Previous experience as an Escalation Manager/Engineer or Technical Account Manager
• Prior telecom (Carrier, SIP, PBX) or messaging platform experience.

Qualifications: BA in Communication with 3 Years of Experience