Job Description

What We\'ll Bring: \xe2\x80\xa2 Experience working in a continuous improvement

• Comfortable working in fast paced environment.
• High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.
• Ability to work under pressure in a fast paced environment and deliver as per expectations in terms of timelines an quality
• Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
• Strong communication, organizational, verbal & written skills.
• Supports over vision and strategy of TransUnion CIBIL Operations in support of broader goals.
• Excellent interpersonal (verbal and written) communication skills are required to support working with internal & external teams.
• Ability to manage multiple priorities and assess & adjust quickly to changing priorities.
• Requires leadership qualities to mentor junior members of the team.
• Quick to learn on all processes.
• Work together with other team members for cross training and being a back-up to other team members if the situation demands.
• Collaborating with cross-functional teams in resolving complaints with defined timelines.

What You\'ll Bring:

Responsibility 1 (Complaint Resolution):

• Responsible for handling and end to end resolution of complaints received on Escalations Channels like RBI, Management, Nodal Officer, Online Grievance Portal etc
• Comprehend, analyze and action complaints received under various escalation channels as per defined process, timelines and quality
• Track pendency and ensure TAT adherence and high quality of response
• Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction
• Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges
• Ensure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction.
• Guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closures
• Follow-up with members and internal teams for timely resolution
• Timely response on escalation clarification processes and ensure FTR
• Work together with other team members for cross training and being a back-up to other team members.
• Collaborating with cross functional team in resolving complaints within defined timelines
• Ensure maintenance & management of records under escalation process.

Responsibility 2 (Process Improvement):

• Proactively identify opportunities and provide alternatives/solutions for process improvement
• Introduce best practices to streamline the work flow and improve team productivity, meet processing expectations and ensure all timelines met by the team
• Design processes and bring continuous improvements in existing processes.

Impact You\'ll Make:

• Master\xe2\x80\x99s degree in Business Administration/ Operations or a related field.
• Overall 8-10 years\xe2\x80\x99 experience in Complaints Management in BFSI sector with 4-5 years\xe2\x80\x99 experience in handling Regulatory & Management Escalations
• Should have worked in the Grievance redressal team or Complaints management team in her/ his previous stints.
• Candidate must be highly proficient in written communication, ability to handle irate customers, document reviews, complaint analysis and complex complaints
• Proven experience of meeting aggressive TATs with high quality resolution

TransUnion Job Title

Specialist IV, Consumer Operations Support

TransUnion