TransUnion CIBIL - Manager - Escalations

Role Description

This is an exciting time in TransUnion CIBIL. With investments in our people, technology and new business markets, we are redefining the role and purpose of a credit bureau.

The incumbent will assist in implementing organization wide best practices to address customer escalations. The role will work closely with AVP - Consumer Operations Support and suggest ways to handle the escalations process in a highly professional manner.

Responsibilities

- 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.

- Analyze repeat complains and do root cause analysis of escalation for improving the escalation procedures and ensuring compliance with the corporate and regional escalation policies

- Guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closures

- 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.

Experience and Skills :

- Master's degree in Business Administration/ Operations or a related field.

- Minimum 5-6 years of relevant experience as a part of Grievance Redressal team in BFSI sector