Sr Mgr. CX-Ops

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius. Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

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-applicant

What You'll Bring:

Receive and document customer complaints through various channels, such as phone, email, social media and others.

Investigate the underlying causes of complaints and work with relevant departments to address systemic issues.

Communicate with customers to acknowledge their complaints, provide updates on the resolution process, and ensure their satisfaction as an outcome.

Develop and implement strategies to prevent recurring complaints by identifying areas for improvement in products, services, or processes.

Collaborate with customer service, quality assurance, and transformation teams to drive continuous improvement in customer satisfaction.

Maintain a comprehensive database of complaints, including details of the issues, actions taken, and resolutions achieved.

Analyze complaint data to identify trends, patterns, and opportunities for process enhancements.

Prepare and present periodic reports to management on complaint metrics, performance, and improvement initiatives.

Impact You'll Make:

Qualification: Bachelor’s degree in Business Administration or a related field
Minimum 10+ years of relevant experience
Flexibility to travel as needed
Executive presence and assertiveness.
Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
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, Business Operations