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Resolution Management information

What is resolution management?

Resolution Management refers to the process of identifying, addressing, and resolving issues, conflicts, or disputes within an organization or between parties. Professionals in this field use structured approaches to analyze problems, mediate between stakeholders, and implement solutions that prevent future recurrence. Their goal is to ensure smooth operations, maintain positive relationships, and support business objectives by minimizing disruptions caused by unresolved issues.

How does a resolution management professional typically collaborate with other departments to resolve complex issues?

Resolution Management professionals frequently serve as liaisons between customers, support teams, and other departments such as product, compliance, or legal. They must coordinate closely with these teams to gather relevant information, analyze root causes, and implement effective solutions. Successful collaboration often involves clear communication, timely updates, and a strong understanding of each department's workflow. This cross-functional teamwork ensures that complex issues are resolved efficiently and that all stakeholders are kept informed throughout the process.

What are the key skills and qualifications needed to thrive as a resolution management professional, and why are they important?

To thrive in Resolution Management, you need strong analytical skills, problem-solving capabilities, and a background in conflict resolution or customer service, often supported by a relevant degree or certification. Familiarity with case management software, CRM systems, and incident tracking tools is typically required. Exceptional communication, emotional intelligence, and negotiation skills help you build rapport and effectively resolve disputes. These competencies ensure timely, fair, and satisfactory outcomes for all stakeholders, maintaining organizational integrity and customer trust.

What is the difference between Resolution Management vs Customer Service Representative?

AspectResolution ManagementCustomer Service Representative
Primary RoleOversees and resolves complex customer issues, manages escalation processesHandles general customer inquiries, provides information, and resolves basic issues
Required SkillsProblem-solving, conflict resolution, communication, leadershipCommunication, patience, product knowledge, active listening
Work EnvironmentOffice settings, call centers, client-facing rolesCall centers, retail, online support channels
CertificationsCustomer service certifications, conflict resolution trainingCustomer service certifications often preferred

Resolution Management focuses on handling complex issues and managing escalation processes, often requiring specialized skills and certifications. Customer Service Representatives handle routine inquiries and basic problem resolution. While both roles involve customer interaction, Resolution Management typically involves higher-level problem-solving and oversight, making it suitable for those with advanced conflict resolution skills.

How do I start a career in resolution management?

To start a career in resolution management, gain relevant experience in conflict resolution, customer service, or project management, and develop strong communication and problem-solving skills. Earning certifications such as Certified Resolution Specialist or related credentials can enhance your qualifications. Entry-level roles often require a bachelor's degree and familiarity with industry-specific tools or software.

What cities in New York are hiring for Resolution Management jobs?

Cities in New York with the most Resolution Management job openings:

Resolution Management jobs near you

Resolution Planning Project Manager and Data Analytic Specialist

BizTek People, Inc. | APA International Placement Consultants

Manhattan, NY • On-site

$57 - $77.25/hr

Contractor

Re-posted 24 days ago

Key responsibilities

  • Manage and document resolution planning requirements, integrating with business continuity processes.

  • Oversee data consolidation from multiple sources and ensure data quality and accuracy.

  • Coordinate cross-functional teams, track milestones, and produce progress reports.

Job description


Job Title: Resolution Planning Project Manager & Data Analytics Specialist (Contract)
Start Date: ASAP
Location: New York, NY (Hybrid, Eastern Time Zone)
Work Schedule: Hybrid model; 4 days onsite every 10 business days, shifting to 5 in the fall.
Overview A leading global financial institution seeks a skilled Project Manager and Data Analytics Specialist to support Resolution Planning initiatives. This role will focus on identifying, documenting, and maintaining critical services, improving data processes, and ensuring operational resilience readiness.
Key Responsibilities
  • Manage and document resolution planning requirements, integrating with business continuity processes.
  • Oversee data consolidation from multiple sources; ensure quality and accuracy.
  • Optimize and maintain MS Access databases for critical services datasets.
  • Develop and execute controls, quality checks, and sustainability plans for resolution processes.
  • Coordinate cross-functional teams, track milestones, and produce progress reports.
  • Create and maintain procedure documentation.

Qualifications
  • 5+ years of experience in financial services, preferably in operational resilience or business continuity.
  • Strong proficiency in MS Access (queries, forms, reports, VBA) and advanced Excel (pivot tables, XLOOKUP, Power Query, VBA).
  • Experience with dashboard tools (e.g., Power BI) and policy/procedure writing.
  • Knowledge of U.S. financial regulatory requirements for operational resilience and continuity planning.
  • Proven project management skills, strong analytical abilities, and excellent communication skills.
  • Bachelor's degree or higher.

Other titles: Resolution Planning Project Manager, Operational Resilience Project Manager, Business Continuity & Resolution Planning Lead, Resilience Program Manager, Risk & Resilience Project Manager, Resolution Planning Data Analyst, Business Continuity Data Analytics Specialist, Operational Resilience Data Manager, Risk Data & Analytics Project Lead, Business Continuity Insights & Analytics Manager, Operational Resilience Project & Data Manager, Risk & Resilience Data Analytics Project Manager, Business Continuity Planning & Data Specialist, Resolution Planning & Reporting Manager, Critical Services Data & Project Lead
Skill Set
5 years of experience, several years in financial services (preferably in Operational Resilience or Business Continuity Planning), Big 4 consulting or equivalent experience, proficient in MS Access (queries, forms, reports, VBA), advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, Power Query, VBA), experience with dashboarding tools (Power BI or Excel dashboards), experience writing policy and procedure documents, strong analytical and problem-solving skills, working knowledge of US financial services regulatory requirements (Operational Resilience, Business Continuity, Disaster Recovery), ability to learn Resolution Planning Critical Services regulatory requirements and apply them to Business Continuity Planning, effective project management skills, proven project leadership and delivery experience, detail-oriented, ability to work independently, strong organizational skills, ability to plan and schedule project timelines and milestones, ability to track project milestones and deliverables, ability to develop and deliver progress reports, proposals, requirements documentation, and presentations, ability to set and manage project expectations with team members and stakeholders, ability to work effectively across all levels of an organization, strong verbal and written communication skills, Bachelor's Degree or higher, proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

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