Rbi Escalations

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**What We'll Bring**:
Culture and Values

Our culture is welcoming, energetic, and innovative. 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.
- 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.
- Requires leadership qualities to mentor junior members of the team.
- 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 teams in resolving complaints with defined timelines.

**What You'll Bring**:
**Responsibility 1 (Complaint Analysis)**:

- Reviews and analyzes customer data/Customer Complaints to discover the root cause of the problem
- Identify, analyse and interpret trends or patterns from complaints and escalations
- Evaluate and identify all possible defects and initiate corrective and preventive action plan
- Examine and analyze the existing process and practices impacting the customer/business and to suggest appropriate process recommendations
- Validate the execution of the corrective action plan and also to track for the desired results
- Exposure to Root cause analysis tools and techniques, Failure mode effect Analysis,5 Whys
- Uses clear and understandable communication to report on findings
- Able to understand, relate and visualize the impact that could occur in various touch points while conducting RCA
- Summarize and document the results of the RCA, maintain a repository of RCA’s and publish reports at a desired frequency.
- Derive Training Need Analysis for enhancing the floor performance

**Responsibillity 2 (MIS)**:

- Publish Weekly, Monthly, Quarterly, Adhoc Dashboard.
- Ensure timely and accurate reporting of all the reports shared internally and with regulatory bodies.

**Responsibillity 3 (Process Improvement)**:

- Proactively identify opportunities and provide alternatives/solutions for process improvement
- Introduce best practices to streamline the work flow and improve team productivity, meet processing expectations and ensure all timelines met by the team
- Design processes and bring continuous improvements in existing processes.

**Responsibillity 4 (Customer Satisfaction Survey)**:

- Design & administer CSat Surveys
- Monitor survey responses and ensure continuous
- Introduce best practices to streamline the work flow and improve team productivity, meet processing expectations and ensure all timelines met by the team
- Design processes and bring continuous improvements in existing processes.

**Impact You'll Make**:

- Master’s degree in Business Administration/ Operations or a related field.
- Overall 10 years’ experience in Complaints Management in BFSI sector with 4-5 years’ experience in data analytics, RCA & MIS
- Should have worked with the Grievance redressal team or Complaints management team in her/ his previous stints.
- MS Power point for presenting the analysis, trends and insights is a must.

TransUnion Job Title

Specialist III, Consumer Operations support