Unchained

Manager

• Own complex escalations. Lead high-impact and sensitive client escalations from intake through resolution, with clear action plans, regular updates, and timely closure.
• Lead incident and risk-event response. Coordinate ownership, decision-making, impact documentation, containment, and remediation for significant operational incidents.
• Drive root cause analysis. Lead structured reviews across people, process, technology, and third parties; track corrective and preventive actions and validate their effectiveness.
• Strengthen risk and controls. Support the design, documentation, and continuous improvement of operational risk frameworks, controls, self-assessments, and issue-management practices.
• Coordinate cross-functional resolution. Bring together Risk Governance, Client Services, Product, Compliance, Security, and other stakeholders to deliver cohesive, client-centered outcomes.
• Communicate with confidence. Provide calm, credible communication to high-value or at-risk clients and senior stakeholders while balancing transparency, advocacy, compliance, and sound judgment.
• Use data to improve outcomes. Maintain escalation and risk-event reporting, define useful KPIs and KRIs, identify trends, and translate findings into clear recommendations.
• Build better processes. Develop and refine procedures, workflows, playbooks, policies, and tools to improve response quality, clarify ownership, reduce recurrence, and shorten resolution timelines.
• Assess emerging risk. Identify operational risks tied to vendors, partners, and changing business processes and partner with stakeholders on practical mitigation strategies.

Support Escalations Manager