Senior Manager - Consumer Operations Management

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What We'll Bring:

About Us
We 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 Values
Our 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.
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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.

What You'll Bring:

Roles & Responsibilities

Operational

Monitoring of the complaint resolution process and ensuring compliance to TAT.
Improve customer service experience by taking ownership of customers issues and following problems through to resolution.
Facilitate the co-ordination with other departments within the Operations units.
Manage the process documentation and updation of the same.
Keep accurate records and document customer service actions and discussions.
Keep oneself ahead of industry’s developments and apply best practices to areas of improvement.

Control & Risk Management

Track the resolution process through MIS and ensure that there are no deviations from the SLA set.
Manage the Internal Audit and Regulatory inspections.
Ensure compliance with other Regulatory requirements.
Work towards publishing timely reports to the regulator and internal auditors.

Vendor Management

Review vendor KPIs and KRAs and work along with them to improve the process.
Adherence to vendor governance policies and processes.
Track productivity, attendance, and other key metrics to ensure optimum performance and utilization.

Impact You'll Make:

Experience and Skills

9-10 years of experience in BFSI domain in customer service, complaints management, and grievance redressal teams with some experience in reconciliations and regulatory reporting.
Having previous experience of vendor management and governance
Familiarity with Microsoft Office Suite – Word, Excel, PowerPoint, etc…
Bachelor's Degree in appropriate field of study and equivalent work experience Familiarity with
Flexibility 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 Title

Consultant, Consumer Capability