Dvp - Consumer Services - Operations

4 weeks ago

Mumbai, India TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
This role will act as the primary contact point for our customers (banks & financial institutions), will work jointly with them & internal teams, and demonstrate progress & improvement in their key metrics.

The role will work closely with Head -Consumer services and other process leads, to ensure that customers respond within the regulatory requirements, thus improving overall end-consumer satisfaction scores.

**What You'll Bring**:

- Assist in developing strategies for quality consumer satisfaction
- Oversees the creation and facilitation of any Consumer Relations policy and procedure, user documentation, scripts and training materials.
- Assist in managing relationship with outsourcing vendor. This includes reporting and operations, monitoring of new processes and procedures, providing updates, resolving issues and making operational decisions.
- Develop process for the production of management reports, area statistics, performance measures, etc.; implements process and tracks results.
- Responsible for resolution of RBI & Management Escalations
- Ensure adherence of TAT for all processes
- Use Six sigma methodology and execute projects periodically to improve the customer service experience
- Monitoring BPO and Business partner’s performance - TAT, Productivity, Capacity Planning
- 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
- Improving overall process efficiency and reducing cost of operations

**Impact You'll Make**:

- 13-15 years of experience in stakeholder management, preferably in Operations and Customer management processes within BFSI domain.
- Familiarity with Microsoft Office Suite - Word, Excel, PowerPoint, etc
- Ability to create reports and dashboard which can be shared internal & external audience Bachelor's Degree in appropriate field of study and equivalent work experience
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
- Strong analytical bent of mind to read through data trends and large data pools
- Excellent written and verbal communication skills with experience in working with cross-functional teams.
- High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.

TransUnion Job Title

Manager II, Consumer Capability

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