Jvp - Regional Nodal Officer

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**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.

**What You'll Bring**:
**Roles & Responsibilities**

**Responsibility 1 (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.
- Guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closures
- Interact and engage with Regional RBI CEPCs & Office of Banking Ombudsman
- 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.

**Responsibility 2 (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.

**Responsibility 3 (Team Management)**:

- Manage day to day team and insourced operations, give regular feedbacks in case of deviations
- Track highly escalated cases, inflow and pendency on daily basis
- Review of all consumer responses received on Escalation Channels
- Drive team & insourced operations performance - TAT, Quality & Productivity
- Ensure continuous improvement in all performance parameters - TAT, Quality & Productivity
- Ensure TATs & quality targets are met by the team
- Ensure high quality response and complete resolution
- Guide the team for exceptional scenarios and ensure smooth functioning of all processes within escalations and grievance operations

**Impact You'll Make**:
**Experience and Skills**
- Master’s degree in Business Administration/ Operations or a related field.
- Overall 12-15 years’ experience in Complaints Management in BFSI sector with 7-8 years’ experience in managing a team handling Regulatory & Management Escalations and currently holding Nodal Officer position in an Bank or NBFC
- Should have worked in the Grievance redressal team or Complaints management team in her/ his previous stints.
- Proven experience of meeting aggressive TATs with high quality resolution
- Team handling experience is must

**Essential Competencies**

**Ability to build trusting relationships**:

- across all levels and in the immediate / extended team internationally, should be known and regarded as a trusted competent advisor.

**Driving innovation **- A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking.

**Business Acumen **- Spends time to ensure understanding of the business and aligns accordingly.

**Change agent **- **Ability to diagnose correctly, design and execute interventions. Ensures communication through appropriate channels in a concise and proactive manner.

**Execution champion **- Focuses and ensures closure without compromising on quality of the output. Raises / flags issues as necessary and moves forward with a solutioning approach

TransUnion Job Title

Sr Manager, Consumer Capability