Chat

iimjobs

jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
06/12 Priyanka
Senior HR Executive at Transunion

Views:217 Applications:31 Rec. Actions:Recruiter Actions:4

TransUnion CIBIL - Manager - Escalations (4-8 yrs)

Mumbai Job Code: 1014614

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.