Avp - Nodal Escalations

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**What We'll Bring**:
We are one of India’s leading credit information company with one of the largest collections of consumer information. We aim to be more than just a credit reporting agency. We are a sophisticated, global risk information provider striving to use information for good.
We take immense pride in playing a pivotal role in catalyzing the BFSI industry in the country. We got here by tapping into our excitement and passion of wanting to make a difference in the lives of our clients and consumers.
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.

**What You'll Bring**:
**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.

**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.

**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**:
**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 serv