Senior Manager - Vendor Management

TransUnion's Job Applicant Privacy NoticeWhat We'll Bring:About UsWe are one of India’s leading credit information company with one of the largest collections of consumer information. We aim to be more than just a credit reporting agency. We are a sophisticated, global risk information provider striving to use information for good.We take immense pride in playing a pivotal role in catalyzing the BFSI industry in the country. We got here by tapping into our excitement and passion of wanting to make a difference in the lives of our clients and consumers.We at TransUnion CIBIL are an equal opportunity employer and are committed to a policy of treating all our associates and job applicants equally. Applicants are evaluated on the basis of 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, whether or not protected. 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.Culture and ValuesOur culture is welcoming, energetic, and innovative. 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-applicantWhat 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.What You'll Bring:Dynamics of the RoleThis 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.Lead the Live Chat/Chat function at L1 TouchpointsManage the BPO vendor/partner and work closely to meet SL's, CSAT and Quality targets set for the process.Roles & ResponsibilitiesLead the strategic planning and implementation of the live chat program, aligning with organizational goals and customer service objectives.Develop and maintain standard operating procedures (SOPs) for live chat operations, including agent workflows, escalation procedures, and quality assurance protocols.Select and configure live chat software platforms, integrating them with other customer support systems and ensuring optimal performance and reliability.Oversee Recruitment, training at BPO and manage the vendor to ensure the team of live chat agents, gets ongoing coaching, performance feedback, and perform to the highest standards.Monitor live chat queues, adjusting staffing levels and optimize response times and customer satisfaction.Analyze live chat data and metrics to track performance trends, identify areas for improvement, and make data-driven recommendations for enhancements to the program.Collaborate with cross-functional teams, including IT, marketing, and sales, to coordinate initiatives and leverage live chat as a strategic tool for customer engagement and retention.Conduct audits of live chat interactions, ensuring adherence to quality standards, compliance requirements, and brand guidelines.Stay informed about industry trends and best practices in live chat support, exploring innovative technologies and methodologies to enhance program effectiveness and efficiency.Oversee the outsourcing relationship with the BPO vendor for the live chat program, ensuring alignment with company standards, objectives, and contractual agreements.Develop and maintain comprehensive service level agreements (SLAs) with the BPO vendor, establishing performance targets, quality metrics, and escalation procedures.Conduct regular performance reviews and audits of the BPO vendor's live chat operations, monitoring adherence to SLAs, quality standards, and contractual obligations.Act as the primary point of contact for escalations and issue resolution related to the BPO vendor's live chat services, liaising with internal stakeholders and the vendor's management team as needed.Foster a collaborative and productive relationship with the BPO vendor, facilitating regular communication, feedback sessions, and strategic planning meetings to drive continuous improvement.Manage the budget and financial aspects of the outsourcing relationship, ensuring cost-effectiveness, transparency, and value for the company.Impact You'll Make:Experience and SkillsQualification: Master’s degree in business administration/ Analytics/ Product Management or a related fieldMinimum 8-10 years of relevant experienceFlexibility to travel as needed.Executive presence and assertiveness.Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.Strong communication, organizational, verbal & written skills.High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.TransUnion Job TitleSpecialist III, Vendor Management