Dvp - Regional Nodal Officer

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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 (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
- Responsible for overall monitoring of escalation process

**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