Assistant Manager - Escalations

TransUnion; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

TransUnion CIBIL is seeking a qualified professional to manage end-to-end complaint resolution for escalations from RBI, management, nodal officers, and online portals. The role requires strong written communication, the ability to handle irate customers, and thorough analysis of escalation data.

The role is hybrid in Mumbai, with regular performance of duties virtually and in-person at a TU office location for a minimum of two days a week.

Qualifications

• Master’s degree in Business Administration or Operations or related field.
• Proven ability to analyze complex complaints and craft clear resolutions.
• Excellent written communication and ability to handle irate customers.

Responsibilities

• Handle end-to-end resolution of complaints received via escalations channels.
• Analyze complaints, track timelines, and ensure quality resolutions.
• Monitor escalation process and suggest improvements to increase consumer satisfaction.
• Ensure compliance with established rules and deliver effective solutions.
• Conduct root cause analysis to improve escalation procedures and policy adherence.
• Guide the BPO segment in responding to escalations and ensure timely closures.
• Coordinate with internal teams and cross-functional partners to resolve issues.

Skills

Written communication

Customer handling

Complaint analysis

Root cause analysis

Education

Master’s degree in Business Administration/ Operations

Job description

TransUnion's Job Applicant Privacy Notice Team Overview

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. We at TransUnion CIBIL are an equal opportunity employer and are committed to a policy of treating all our associates and job applicants equally. Applicants are evaluated on the basis of job qualification - not race, color, sex / gender, religion, caste, national origin, age, disability, marital status, citizenship status, sexual orientation, gender identity or any other status, whether or not protected. We are committed to taking affirmative action to employ and advance minorities, women, and qualified disabled individuals. We ensure a safe, productive, and harassment-free workplace for all.

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.

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.

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


• 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.


• 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.

Role Overview And Core Responsibilities

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. We are looking a candidates with a hybrid position and involves regular performance of job responsibilities virtually as well as in‑person at an assigned TU office location for a minimum of two days a week.

Roles & Responsibilities

• 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.


• 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


• Guide the team for exceptional scenarios and ensure smooth functioning of all processes within escalations and grievance operation


• Responsible for overall monitoring of escalation process

Required Knowledge And Experiences

• 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


• Candidate must be highly proficient in written communication, ability to handle irate customers, document reviews, complaint analysis and complex complaints


• Proven experience of meeting aggressive TATs with high quality resolution

TransUnion Overview

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence. Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting‑edge technology.