Assistant Manager - Escalations

Job Summary

Role Overview And Core Responsibilities

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.

We are looking a candidates with :

• 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.
• Excellent interpersonal (verbal and written) communication skills are required to support working with internal & external teams.
• Ability to manage multiple priorities and assess & adjust quickly to changing priorities.
• Quick to learn on all processes.
• Work together with other team members for cross training and being a back-up to other team members if the situation demands.
• Collaborating with cross functional team in resolving complaints within defined timelines. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Responsibilities

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 operation
• Responsible for overall monitoring of escalation process

Requirements

• Master s degree in Business Administration/ Operations or a related field.
• Minimum 5-6 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

Qualifications

• TransUnion Job Title
• Specialist I, Consumer Operations Support

Job Title: Specialist I, Consumer Operations Support

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.