Senior Manager - Consumer Services

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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.
https://www.transunion.com/privacy/global-job-applicant
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:

Service Quality and Root Cause Analysis

Construct strong relationships with stakeholders and thrive on challenge to ensure effective Business Operations.
Formulate and effectively manage defined timelines and high-quality deliverables.
Ensure the RCA methodology is accurately followed which includes creating a clear and precise problem definition.
Use Six sigma methodology and execute projects periodically to improve the customer service experience.
Provide RCA support using performance improvement tools (i.e. process maps, Fishbone diagrams, 5W2H approach, FMEA) and methodology.
Devise a Corrective and Preventive Plan basis the Root Cause of the identified failure areas.
Accountable for data accuracy, timeliness, and overall quality of the RCA’s
Acquire an understanding of the risks and, in conjunction with the risk management team, contribute to the creation, upkeep, or enhancement of an efficient control environment.
Strong knowledge of Audit and Governance.
Prepare the customer service reports by collecting and analyzing the data; perform root cause analysis and suggest corrective actions plan.

People Management:

Lead a team of RCA Analyst’s and provide direction, support, facilitate calibrations and conduct trainings to build a robust team aligned to the Organization requirements.
As a team manager ensure to create effective team dynamics.
Track and manage the COPQ (cost of poor quality) associated with the issues correlated to RCA.
Spearhead RCA function in internal/External and RBI Audits.
Effectively communicate and provide RCA report/presentation for leaders and consumers on a regular basis.

Process Improvement

A sharp eye for identifying process improvements.
Enhance the First Time Resolutions & the service quality through constant focus on enhanced Customer Service Experience and C-sat improvement.
Proactively think of solutions to improve processes, take ownership, and lead the changes through mistake proofing, automations, latest tools and technologies

Data Management and Planning

Create innovative strategies and effective plans to drive audits which is statistically significant and gives deep insights of challenges and issues.
Analyze data and find solutions. Create robust measurements and prediction models to create early warning systems.

Impact You'll Make:

Experience and Skills

Qualification: Master’s degree in business administration/ Analytics/ Project Management or a related field
Minimum 7+ years of relevant experience in the BFSI domain.
Executive presence and assertiveness.
Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
Strong analytical, problem-solving and negotiation skills
Strong leadership and management skills of processes, projects, technology and people
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

Specialist III, Consumer Operations support