Consumer Operation Support

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What We'll Bring:

The TransUnion CIBIL Back Office RCA Representative will leverage their in-depth knowledge of consumer services to provide expert guidance on handling customer queries, requests, and complaints. They will work closely with both Operations and Technology teams to improve processes, assist in developing training materials, and ensure the upliftment of the effectiveness and efficiency of consumer interactions.

What You'll Bring:

Provide Expertise: Offer expert knowledge and insights in consumer services, particularly in handling consumer queries, requests, and complaints
Root Cause Analysis: Interpret between the actual (as-is) and required logics and propose methodical solutions to bridge the gap(s) by building in ideal (to-be) logics
Process Improvement: Identify areas for improvement in Consumer service processes and suggest actionable changes to bring out tangible benefits
Insight Analysis: Analyze scenarios independently and bring out SMART insights from them
Documentation: Assist in developing and reviewing project documentation, training contents, and/or work manuals to ensure accuracy and relevance
Calibration: Conduct RCA calibration sessions, webinars, and workshops to enhance the team’s knowledge and overall performance
Collaboration: Keep thorough communication with all the stakeholders and get the required information / dependencies cleared out from them within stipulated timeframe

Impact You'll Make:

Adhere to all KRAs’ designed and aligned to the role, i.e. Productivity, Quality, Timeline adherence, Attendance and/or any ad-hoc responsibility assigned
Partner with stakeholders across business-lines and operation units to develop analyses and documentation in a collaborative way, communicating effectively and efficiently
Evaluate, analyze, and communicate requirements on a continuing basis, and maintain processes, including the delivery of monthly status reports to all appropriate parties
Update and maintain internal documentations, formally initiate and deliver requirements and documentations
Conduct step-line process analysis and bring out actionable insights from there
Prepare reports and working decks for the senior management reporting
Acquire complete knowledge on all Operations processes
Work on regulatory activities and reportings
Extended support to manage the BAU deliveries, whenever required
Responsible to adopt new changes and cascade to the team members, whenever required

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

Rep II, Consumer Operations Support