Dvp - Service Quality

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**What We'll Bring**:

- 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 (Root Cause Analysis)**:

- Review 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 & publish the final Root Cause Analysis, teams responsible and initiate further action
- Validate the execution of the preventive action plan and also track 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
- Work together with other team members for cross training and being a back-up to other team members.
- 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

**Responsibility 2 (MIS & Insights)**:

- Review & Publish Weekly BO Insights as per defined timeline
- Review & Publish Balance Score Card / MBR & RBI Quarterly submissions as per defined timelines & Adhoc MIS
- Ensure timely and accurate reporting of all the reports shared internally and with regulatory bodies.
- Review and Publish MIS as prescribed in the RBI Internal Ombudsman directions
- Benchmark Productivity for CIBIL & BPM resources basis Time & Motion Study
- Track and highlight internal CIBIL & BPM pendencies on timely basis
- Track & Publish high ageing cases and member pendency for escalation channels
- Review & Publish Csat results as per defined timeline

**Responsibility 3 (Co-ordination with Internal Ombudsman)**:

- Liaise with Internal Ombudsman and handle IO queries
- Bridge between IO and Business Ops team
- Track Internal Ombudsman pendency
- Track actioning of IO response cases by Escalations team

**Impact You'll Make**:

- 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

TransUnion Job Title

Manager II, Consumer Operations Support