Manager Customer Success

TransUnion's Job Applicant Privacy Notice

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.

What You'll Bring:

Responsibility 1:- Execute functional strategy to drive strong customer engagement post sales

Steering organizational customer success strategies across all associated large member banks / NBFC
Maintain key customer relationships and develop, implement strategies with key decision makers, CXO(s)
Ensure customer satisfaction by achieving delivery, service quality norms.
Drive performance of the function across KPIs across customer centricity, compliance and operational excellence

Responsibility 2:- Synthesize, analyze and assimilate customer success strategies from discussions

Collaborate with multiple business stakeholders to identify priorities, metrics and track progress on customer success initiatives identified
Should be a process and detail oriented individual with an ability to create detailed documents and notes for internal and external customers
Ensure all communication messages related to customer success strategy, priorities, and metrics are aligned and accurate.
Identifying, exploring and fleshing-out select opportunities across client journey to solve for critical business issues of the clients

Responsibility 3:- Regulatory Guideline Management & Implementation

Propagating regulatory guidelines directed by RBI through circulars
Recommending best industry practices to all associated large member banks / NBFC
Providing guidance and expertise in the implementation journey with large member banks / NBFC

Monitoring of performance against SLAs and ensuring adherence.

Impact You'll Make:

Essential Competencies

Ability to build trusting relationships - across all levels and in the immediate / extended team internationally, should be known and regarded as a trusted competent advisor.

Driving customer experience, innovation & operational excellence – A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking and passionate about creating superior experience for clients. Technical competency, to understand and use technology as a means to drive customer experience, compliance and operational efficiencies is a must.

Business & financial analytics acumen – Spends time to ensure understanding of the business and aligns accordingly. Analytical bent of mind is necessary. Ability to interpret and analyze a variety of business information.

Adherence to Regulations & Compliance - Seeking a result-driven regulatory compliance specialist to implement and assist in regulatory compliance strategies. You will be reviewing documentation and procedures, collaborating with internal and external stakeholders on compliance-related issues, and performing reviews and monitoring adherence

Should exhibit extensive experience in regulatory compliance coordination and in-depth industry knowledge. An accomplished regulatory compliance specialist will be someone who can facilitate regulatory compliance to help our clients maintain an excellent reputation

Excellent understanding of how each new change, project and initiative impacts the business. You'll be responsible for proactively identifying business readiness risks and issues at a programme and/or portfolio level and then working with stakeholders to mitigate them

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, Business Operations