Manager - Escalations

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What We'll Bring:

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

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.
Analyze repeat complains and do root cause analysis of escalation for improving the escalation procedures and ensuring compliance with the corporate and regional escalation policies
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.

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.
Minimum 8 plus years of relevant experience as a part of Grievance Redressal team in BFSI sector
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

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

Specialist II, Consumer Operations Support