AVP - Escalations

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

We are India’s leading credit information company and have established ourselves as a key anchor in the credit ecosystem of the country over the past 25 years. As an information and analytics provider, we aim to bridge the gap between stakeholders across multiple ecosystems. We use information for good by analyzing credit information to generate solutions for institutions and consumers. Our solutions facilitate easy access to credit for consumers and provide valuable insights to lenders when evaluating potential borrowers.
We are in the business of building trust between organizations and consumers. It is our core belief that trust can help organizations and consumers transact with ease and help them achieve great things.
We are committed to not just being an equal opportunity employer but also actively cultivating a culture of inclusion and belonging. We celebrate and respect the unique backgrounds and experiences that every individual brings to our team. Applicants are evaluated based on job qualification - not race, color, sex / gender, religion, caste, national origin, age, disability, marital status, citizenship status, sexual orientation, gender identity or any other status. We are committed to taking affirmative action to employ and advance minorities, women, and qualified disabled individuals. We ensure a safe, productive, and harassment-free workplace for all.
We are committed to providing reasonable accommodations for individuals with disabilities throughout the application and employment process. Please contact us to discuss any accommodations you may need.
Culture and Values
Our culture is welcoming, energetic, innovative, and deeply committed to fostering an environment of belonging, where diverse perspectives and backgrounds are valued. There’s an overall synergy that flows throughout the company, creating a sense of connect, belonging and unity in knowing that we’re all working to achieve the same overall goal. Our core values which we live by every day are integrity, People, Customer, and Innovation.
https://www.transunion.com/privacy/global-job-applicant
What is excitement and passion for us?
We define it as a blend of curiosity, ability to unlearn and yet continuously learn, able to connect with meaning and finally the drive to execute ideas till the last mile is achieved. This passion helps us focus on continuous improvement, creative problem solving and collaboration which ensures delivery excellence.
Dynamics of the Role
This is an exciting time in TransUnion CIBIL. With investments in our people, technology and new business markets, we are redefining the role and purpose of a credit bureau. We are looking a candidates with
•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:

Roles & Responsibilities
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
•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
•Interact and engage with Regional RBI CEPCs & Office of Banking Ombudsman
•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.

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.
Team Management:
•Manage day to day team and insourced operations, give regular feedbacks in case of deviations
•Track highly escalated cases, inflow and pendency on daily basis
•Review of all consumer responses received on Escalation Channels
•Drive team & insourced operations performance – TAT, Quality & Productivity
•Ensure continuous improvement in all performance parameters - TAT, Quality & Productivity
•Ensure TATs & quality targets are met by the team
•Ensure high quality response and complete resolution
•Guide the team for exceptional scenarios and ensure smooth functioning of all processes within escalations and grievance operations
•Responsible for overall monitoring of escalation process

Impact You'll Make:

Experience and Skills
•Master’s degree in Business Administration/ Operations or a related field.
•Overall 10+ years’ experience in Complaints Management in BFSI sector with 7-8 years’ experience in managing a team 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
•Team handling experience is must

Essential Competencies

Ability to build trusting relationships - across all levels and in the immediate / extended team internationally, should be known and regarded as a trusted competent advisor.
Driving innovation – A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking.
Business Acumen – Spends time to ensure understanding of the business and aligns accordingly.
Change agent – Ability to diagnose correctly, design and execute interventions. Ensures communication through appropriate channels in a concise and proactive manner.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Specialist IV, Consumer Operations Support