Director - Consumer Services

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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.

What You'll Bring:

Responsibilities:

Responsible for developing strategies for quality consumer satisfaction
Oversee the service delivery of all the Customer service touchpoints Relations Operations – Call-center, back-office, Walk-in and Email process.
Oversee the creation and facilitation of any Consumer Relations policy and procedure, user documentation, scripts and training materials.
Lead the team managing relationship with outsourcing vendor. This includes reporting and operations, monitoring of new processes and procedures, providing updates, resolving issues and making operational decisions.
Forecasting the volumes of incoming emails/online queries and voice processes.
Develop process for the production of management reports, area statistics, performance measures, etc.; implements process and tracks results.
Responsible for resolution of RBI & Management Escalations
Ensure adherence of TAT for all processes
Use Six sigma methodology and execute projects periodically to improve the customer service experience
Monitoring BPO and Business partner’s performance – TAT, Productivity, Capacity Planning
Utilize inclusive and engaging leadership skillset to establish strong working relationships with direct staff and all levels of the organization
Be on the lookout for opportunities for improvement and develop new efficient procedures
Improving overall process efficiency and reducing cost of operations

Impact You'll Make:

Experience and Skills

18+ years of experience in stakeholder management, preferably in Operations and Customer management processes within BFSI domain.
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
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
Strong analytical bent of mind to read through data trends and large data pools
Excellent written and verbal communication skills with experience in working with cross-functional teams.
High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Director, Consumer Capability