Assistant Manager - Escalations

TransUnion's Job Applicant Privacy NoticeWhat We'll Bring: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.https://www.transunion.com/privacy/global-job-applicantWhat You'll Bring:Roles & ResponsibilitiesComplaint Resolution:Responsible for handling and end to end resolution of complaints received on Escalations Channels like RBI, Management, Nodal Officer, Online Grievance Portal etcComprehend, analyze and action complaints received under various escalation channels as per defined process, timelines and qualityMonitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfactionEnsure compliance with established rules to assure that best solutions are executed inclusive of delivery challengesEnsure continuous review and analysis of processes and procedures to identify and implement operational efficiency and consumer satisfaction.Analyze repeat complains and do root cause analysis of escalation for improving the escalation procedures and ensuring compliance with the corporate and regional escalation policiesGuide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closuresFollow-up with members and internal teams for timely resolutionTimely response on escalation clarification processes and ensure FTRWork together with other team members for cross training and being a back-up to other team members.Collaborating with cross functional team in resolving complaints within defined timelinesEnsure maintenance & management of records under escalation process.Guide the team for exceptional scenarios and ensure smooth functioning of all processes within escalations and grievance operationsResponsible for overall monitoring of escalation processImpact You'll Make:Experience and SkillsMaster’s degree in Business Administration/ Operations or a related field.Minimum 5-7 years of relevant experience as a part of Grievance Redressal team in BFSI sectorCandidate must be highly proficient in written communication, ability to handle irate customers, document reviews, complaint analysis and complex complaintsProven experience of meeting aggressive TATs with high quality resolutionTransUnion Job TitleSpecialist I, Consumer Operations Support