Manager Escalations

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

We are India's leading credit information company and have established ourselves as a key anchor in the credit ecosystem of the country over the past 25 years. As an information and analytics provider, we aim to bridge the gap between stakeholders across multiple ecosystems. We use information for good by analyzing credit information to generate solutions for institutions and consumers. Our solutions facilitate easy access to credit for consumers and provide valuable insights to lenders when evaluating potential borrowers.

We are in the business of building trust between organizations and consumers. It is our core belief that trust can help organizations and consumers transact with ease and help them achieve great things.

We are committed to not just being an equal opportunity employer but also actively cultivating a culture of inclusion and belonging. We celebrate and respect the unique backgrounds and experiences that every individual brings to our team. Applicants are evaluated based on 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. 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.

We are committed to providing reasonable accommodation for individuals with disabilities throughout the application and employment process. Please contact us to discuss any accommodation you may need.

Culture and Values

Our culture is welcoming, energetic, innovative, and deeply committed to fostering an environment of belonging, where diverse perspectives and backgrounds are valued. 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.

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

Experience working in a continuous improvement.

Comfortable working in fast paced environment.

High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.

Ability to work under pressure in a fast paced environment and deliver as per expectations in terms of timelines an quality

Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.

Strong communication, organizational, verbal & written skills.

Supports over vision and strategy of TransUnion CIBIL Operations in support of broader goals.

What You'll Bring:

Complaint Resolution:

• Responsible for handling and end to end resolution of complaints received on Escalations Channels like RBI, Management, Nodal Officer, Online Grievance Portal etc
• Comprehend, analyze and action complaints received under various escalation channels as per defined process, timelines and quality
• Monitor the escalation process in the organization based on the criteria specified by the organization; suggest ways of improving the existing process to increase consumer satisfaction
• Ensure compliance with established rules to assure that best solutions are executed inclusive of delivery challenges
• Ensure 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 policies
• Guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closures
• Follow-up with members and internal teams for timely resolution
• Timely response on escalation clarification processes and ensure FTR
• Work 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 timelines
• Ensure maintenance & management of records under escalation process.
• Guide the team for exceptional scenarios and ensure smooth functioning of all processes within escalations and grievance operations
• Responsible for overall monitoring of escalation process

Impact You'll Make:

Experience and Skills

• Master'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 sector
• Candidate must be highly proficient in written communication, ability to handle irate customers, document reviews, complaint analysis and complex complaints
• Proven experience of meeting aggressive TATs with high quality resolution

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

Specialist II, Consumer Operations Support