Senior Manager

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What We'll Bring:

Service Quality
Responsible for the service delivery of all the customer service touchpoints
Ensure consumer queries are being responded to in a professional manner with quality response
Use Six sigma methodology and execute projects periodically to improve the customer service experience
Prepare the customer service reports by collecting and analyzing the data; perform root cause analysis and suggest corrective actions plan
Prepare and deliver presentations to senior management on regular basis to represent the performance of the team
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
Create Quality policies and regularly evaluate and define Standards which adapts to the changing business and customer needs
Ensure alignment of all stakeholders to the defined policies and standards. Promote Quality mindset across the Organization.
Proactively think of solutions to improve processes, take ownership, and lead the changes through mistake proofing, automations, latest tools and technologies
Facilitate action planning and coaching sessions to improve performance of bottom quartile associates
Provide regular inputs to Hiring and Training team to improve Hiring and Training quality

People Management:

• Lead a team of Quality Analyst 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.

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
• 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.

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 and at least 2 years of experience as Team Manager.
• Executive presence and assertiveness.
• Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
• Strong MS Office Skills: Word, Excel and PowerPoint.
• Analytical, problem-solving and negotiation skills
• 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.

What You'll Bring:

Service Quality

Responsible for the service delivery of all the customer service touchpoints

Ensure consumer queries are being responded to in a professional manner with quality response

Use Six sigma methodology and execute projects periodically to improve the customer service experience

Prepare the customer service reports by collecting and analyzing the data; perform root cause analysis and suggest corrective actions plan

Prepare and deliver presentations to senior management on regular basis to represent the performance of the team

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

Create Quality policies and regularly evaluate and define Standards which adapts to the changing business and customer needs

Ensure alignment of all stakeholders to the defined policies and standards. Promote Quality mindset across the Organization.

Proactively think of solutions to improve processes, take ownership, and lead the changes through mistake proofing, automations, latest tools and technologies

Facilitate action planning and coaching sessions to improve performance of bottom quartile associates

Provide regular inputs to Hiring and Training team to improve Hiring and Training quality

People Management:

Lead a team of Quality Analyst 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.

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
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.

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 and at least 2 years of experience as Team Manager.
Executive presence and assertiveness.
Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
Strong MS Office Skills: Word, Excel and PowerPoint.
Analytical, problem-solving and negotiation skills
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.

Impact You'll Make:

Service Quality

Responsible for the service delivery of all the customer service touchpoints

Ensure consumer queries are being responded to in a professional manner with quality response

Use Six sigma methodology and execute projects periodically to improve the customer service experience

Prepare the customer service reports by collecting and analyzing the data; perform root cause analysis and suggest corrective actions plan

Prepare and deliver presentations to senior management on regular basis to represent the performance of the team

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

Create Quality policies and regularly evaluate and define Standards which adapts to the changing business and customer needs

Ensure alignment of all stakeholders to the defined policies and standards. Promote Quality mindset across the Organization.

Proactively think of solutions to improve processes, take ownership, and lead the changes through mistake proofing, automations, latest tools and technologies

Facilitate action planning and coaching sessions to improve performance of bottom quartile associates

Provide regular inputs to Hiring and Training team to improve Hiring and Training quality

People Management:

Lead a team of Quality Analyst 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.

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
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.

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 and at least 2 years of experience as Team Manager.
Executive presence and assertiveness.
Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
Strong MS Office Skills: Word, Excel and PowerPoint.
Analytical, problem-solving and negotiation skills
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, Vendor Management