Senior Manager - Consumer Operations Member Engagement

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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

Customer Service Management (credit institutions)

· Ensure that credit institutions (customers) are responding within regulatory timeline and perform better than industry average.

· To reduce dispute query volumes through training & constant engagement with these institutions.

Co-ordinate with internal teams to identify areas of improvements for these customers and thus reduce complaints volumes.
Effectively arrange and mange training and conduct workshops for customers PAN India on complaints process & systems.
Track feedback received from these customers during the workshop, liaise with internal teams for implementation, and communicate to customers.
Devise new processes for ease of functioning by customers and consumers.
This role requires some travel across the country (~50%).

Control & Risk Management

Track the resolution process through MIS and ensure that there are no deviations from the SLA set.
Ensure compliance with other Regulatory requirements.
Work towards publishing timely reports to customers

Impact You'll Make:

Experience and Skills

7 - 10 years of experience in stakeholder management and complaints management, preferably in within BFSI domain.
Having experience in speaking and presenting in large forums of individual customers or banks & financial institutions across regions and groups.
Able to clearly articulate concepts verbally and via presentations / system demonstrations.
Familiarity with Microsoft Office Suite – Word, Excel, PowerPoint, etc…
Ability to create reports and dashboard which can be shared internal & external audience.
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 Operations Support