AVP -Escalations

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What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius. Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
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.

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What You'll Bring:

Roles & Responsibilities

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
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.

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.

Responsibility 3 (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 12-15 years’ experience in Complaints Management in BFSI sector with 7-8 years’ experience in managing a team handling Regulatory & Management Escalations and currently holding Nodal Officer position in an Bank or NBFC
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

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.

TransUnion Job Title

Manager I, Consumer Operations Support