Am - Vendor Contracts|International|15102025Allianz Commercial • Gurgaon, Republic Of India, IN
Am - Vendor Contracts|International|15102025
Allianz Commercial • Gurgaon, Republic Of India, IN
1 hour ago
Job descriptionAbout noon We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Escalations Manager who can help us move even faster. noon’s mission : Every door, every day. What you'll do : Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward. The Escalations Manager will be the executive leader overseeing high-volume, multi-channel customer service operations and directly owning the strategic resolution and prevention of critical escalations. This role is fully accountable for achieving operational excellence, protecting brand reputation through effective crisis management, and driving systemic customer experience improvements across the e-commerce platform. Key Responsibilities 1. Crisis & Escalation Management Ultimate Ownership : Own the resolution of all executive, legal, social media-driven, and high-financial-value customer escalations, ensuring prompt, satisfactory, and brand-protective outcomes. Policy & Exception Authority : Act as the final internal authority for dispute resolution, defining SLAs for internal turnaround times (TAT) and authorizing exceptions / financial goodwill to resolve critical cases. Triage & Compliance : Develop and implement a triage and routing matrix for high-priority contacts, ensuring immediate direction to specialized teams while adhering to legal and company compliance requirements. 2. Operational Excellence & Performance KPI Accountability : Drive 24 / 7 multi-channel operations (Chat, Email, Social, Cross-Platform) to consistently achieve key performance metrics, including FCR, CSAT, AHT, Quality, and Productivity. Data-Driven Improvement : Monitor key CS metrics, identify underlying reasons for non-adherence, and implement data-driven improvements in collaboration with Quality, Training, and Product teams. Workforce Management (WFM) : Oversee manpower rostering, shift planning, and availability to ensure optimal headcount distribution and execution aligns with business forecasts and fluctuating demand. Reporting : Prepare and deliver Daily, Weekly, and Monthly reports to CS leadership, providing concise performance summaries, RCA deep-dives, and strategic project updates. 3. Quality, Coaching & People Leadership Culture & Development : Inspire, coach, and develop managers, Team Leads, and agents to build a high-performance, customer-first culture. Talent Strategy : Review agent performance quartiles, developing strategies (coaching, training, mentorship) to shift mid-performers to the top and reduce attrition. On-Floor Presence & Audits : Lead floor presence activities (stand-ups, shadowing), randomly audit interactions, and directly speak with customers to identify improvement areas and immediately brief Teams / Leads on the outcomes. Team QA : Establish robust quality assurance and coaching frameworks specific to the escalations team, focusing on resolution quality, speed, and de-escalation success rate. 4. Root Cause Analysis (RCA) & Prevention Systemic RCA : Lead analytical deep-dives into systemic escalation drivers (e.G., policy gaps, product bugs, fulfillment failures). Cross-Functional Influence : Collaborate with Product, Tech, Legal, and Risk teams to translate escalation trends into prioritized product features or policy changes. Executive Presentation : Present strategic findings, corrective / preventive actions, and clear business impact / ROI justifications to senior leadership. What you'll need : 7+ years in high-volume CS Operations, with 3+ years managing a dedicated Escalations / Executive Response team within e-commerce, retail, or a tech organization. Bachelor’s degree required; Master’s degree preferred. Proven track record in high-stakes crisis resolution, complaint handling, and brand damage mitigation. Exceptional executive-level verbal and written communication skills, able to convey sensitive information and resolution strategies to internal and external stakeholders (including Legal). Strong ability to use data (SQL / BI Tools) for deep-dive RCA and to build data-driven business cases for change. Demonstrated proficiency in conflict resolution, negotiation, and people development under pressure. Who will excel? We’re looking for people with high standards, who understand that hard work matters. You need to be relentlessly resourceful and operate with a deep bias for action. We need people with the courage to be fiercely original. noon is not for everyone;
readiness to adapt, pivot, and learn is essential.
Create a job alert for this search
Vendor • Gurgaon, Republic Of India, IN
Related jobs
%20Limited)
)
Service Delivery Director
HCLTech • Gurugram, Haryana, India
The Engagement Service Delivery Lead will partner with the client decision makers and stakeholders on multiple engagements for Hi-Tech customers.
Manage multiple diverse delivery teams located globa...Show more
Last updated: 6 days ago • Promoted
Fidelity International - Specialist - Analytics
FIL India Business and Research Services Private • Gurgaon, India
Description : About The Opportunity.Application Deadline : 09 November 2025.Job Description : Title Specialist Analytics.We are proud to h...Show more
Last updated: 30+ days ago • Promoted
AFFLE - Programmatic Campaign Manager
Affle (India) Limited • Gurugram, India
We are seeking an outstanding, data-driven Programmatic Campaign Manager to join our new, high-impact Growth team.This team is dedicated to developing and executing advanced growth strategies that ...Show more
Last updated: 24 days ago • Promoted
Global Delivery Partner
Axtria - Ingenious Insights • Gurgaon, Haryana, India
Axtria : -Axtria is a global provider of award-winning cloud software and data analytics to the life sciences industry.Axtria enables life sciences organizations to transform the product commercia...Show more
Last updated: 11 hours ago • Promoted • New!
AVP-Underwriting Subject Matter Expert
Genpact • Gurugram, Haryana, India
Role Title : AVP-Underwriting SME.Candidate will be responsible for driving growth (through continuous market penetration) of the Underwriting practice globally, with a specific focus on North Ameri...Show more
Last updated: 6 days ago • Promoted
Accolite - Murex Integration Specialist
ACCOLITE DIGITAL INDIA PRIVATE LIMITED • Gurugram
Description : About Bounteous x Accolite : Bounteous...Show more
Last updated: 12 days ago • Promoted
Avp-Underwriting Subject Matter Expert
Genpact • Gurgaon, Republic Of India, IN
Role Title : AVP-Underwriting SME.Candidate will be responsible for driving growth (through continuous market penetration) of the Underwriting practice globally, with a specific focus on North Ameri...Show more
Last updated: 8 days ago • Promoted
Director Placements (Career Development Services)
BML Munjal University • Gurugram, Haryana, India
We are looking for a seasoned, visionary, and results-driven leader with over 15-20 years of rich experience in campus placements, corporate engagement, strategic academic-industry partnerships and...Show more
Last updated: 5 days ago • Promoted
Vendor Relations and Payment Specialist
Clinikally (YC S22) • Gurgaon, Republic Of India, IN
At Clinikally, we’re a team of people passionate about making skin and hair care simple, honest, and effective.We work closely with dermatologists to create products that truly work - backed by sci...Show more
Last updated: 1 day ago • Promoted
Rrayze Business Solutions - Vendor Manager
Rrayze Business Solutions • Gurugram, India
Manage relationships with vendors and suppliers, ensuring timely and quality delivery of goods / services.Negotiate contracts and maintain documentation for all vendor-related agreements.Monitor and ...Show more
Last updated: 30+ days ago • Promoted
Fidelity International - Manager - Global Platform Solutions / Investment Solutions Team
FIL India Business and Research Services Private • Gurugram, India
Were proud to have been helping our clients build better financial futures for over 50 years.How have we achieved this? By working together and supporting each other all over the world.So, join our...Show more
Last updated: 8 days ago • Promoted
Project Specialist (Contract, Temporary)
GradRight Inc. • Gurgaon, Republic Of India, IN
GradRight is the world’s first SaaS ecosystem that brings together students, universities and financial institutions on one platform.
It enables students to find and fund high return college educati...Show more
Last updated: 1 hour ago • Promoted • New!
Contract Associate, Bts
Alvarez & Marsal • Gurgaon, Republic Of India, IN
Location : Gurugram, IndiaDate Posted : Oct 17, 2025DescriptionPart of Telecom & Digital InfrastructureInclusive DiversityA&M's entrepreneurial culture celebrates independent thinkers and doers who c...Show more
Last updated: 12 days ago • Promoted
International Collections Specialist Emea
Johnson Controls • Gurgaon, Republic Of India, IN
Summary This individual will manage specific finance functions related to the collections of delinquent receivables for a portfolio of accounts in the EMEA region in order to maintain the WHR cash ...Show more
Last updated: 1 hour ago • Promoted • New!
Patent Search : Telecom
Evalueserve India • Gurugram, Haryana, India
Evalueserve is a global leader in delivering innovative and sustainable solutions to a diverse range of clients, including over 30% of Fortune 500 companies.
With presence in more than 45 countries ...Show more
Last updated: 6 days ago • Promoted
Fidelity International - Specialist - Fund Dealing
FIL India Business and Research Services Private • Gurgaon, India
Fund Dealing Capability Location Gurgaon Reports To Team Leader / Assistant Manager Level Grade 1 Were proud to hav...Show more
Last updated: 30+ days ago • Promoted
International Collections Specialist Emea
Wyndham Hotels & Resorts EMEA • Gurgaon, Republic Of India, IN
This individual will manage specific finance functions related to the collections of delinquent receivables for a portfolio of accounts in the EMEA region in order to maintain the WHR cash flow.The...Show more
Last updated: 6 days ago • Promoted
International Travel Consultant
Triphunter.in • Gurgaon, India
We’re Hiring : International Travel Consultant.Location : Sector 43, Golf Course Road, Gurugram (In-office).With over a decade of expertise, we curate exceptional experiences — from Tomorrowland tour...Show more
Last updated: 4 days ago • Promoted