DVP - Customer Success

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

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.

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.
This is a key team lead role, to be part of the Customer Success team for TransUnion CIBIL in India. It will require implementation of functional strategy, ensuring achievement of KPI’s set for the function.

What You'll Bring:

Roles & Responsibilities

Lead operations of the Call centre set-up for reduction in Dispute pendency with Members and member platform adoption.

Vendor management by aligning organizational goals and strategies to achieve the required KPIs and process efficiencies.

Devise a process design and create a process document detailing the end-to-end journey.

Devise ways to optimize the process and productivity.
Measure performance with key metrics such as Dispute resolution, quality of call handling and average handling time and drive performance of the function across TU’s KPIs - customer centricity, compliance and commercial.
Track quality and ensure adherence to policies for established processes.
Keep the unit ready for internal and external audits.

Impact You'll Make:

Experience and Skills

Qualification: Master’s degree or equivalent in Business Administration / Finance.
Proven experience as process/team lead.
Experience in customer service is essential.
Strong communication, organizational, verbal & written skills.
Working knowledge of MS Office.
Outstanding communication and negotiation abilities.
A results-oriented approach.
Excellent organizational and leadership skills.
Ability to work under pressure.
High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.

Essential Competencies

Setting up new process – Designing a process as per the organizational vision, benchmarking productivity as per industry standards and implement the process go-live.

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 operational excellence and experience for clients. Technical competency, to understand and use technology as a means to drive operational efficiencies and compliance is a must.

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 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

Manager II, Customer Experience