AVP - Training QA & Transformation

TransUnion; Mumbai; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

TransUnion is seeking a senior RCA/Quality leader in Mumbai to oversee end-to-end root cause analysis and governance for the CIBIL domain. You will drive corrective actions, ensure data integrity, and coordinate with multiple teams and stakeholders to deliver improvements.

The role requires 7–12 years in Quality/RCA, strong communication, and a collaborative mindset. It is a hybrid position with regular in-office collaboration at a TransUnion location.

Qualifications

• Master’s degree from a reputed university.
• Banking/NBFC Domain preferred.
• Exposure to Email, Inbound Voice, and Backend processes.
• 7–12 years of experience in Quality, RCA functions.
• Team management.
• Executive presence and assertiveness.
• Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
• Strong communication, organizational, verbal & written skills.
• High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.

Responsibilities

• Define, coordinate and supervise the RCA end to end procedure and governance for TU CIBIL.
• Provide RCA support using performance improvement tools and methods.
• Devise a Corrective and Preventive Plan based on root causes.
• Ensure data accuracy, timeliness and quality of RCA outputs.
• Provide regular status updates to Management and stakeholders.
• Manage communication plans for internal and external customers.
• Track COPQ associated with RCA issues.
• Use project management methods to track RCA status.
• Develop and manage best practices for improvement and execution.
• Communicate RCA findings to leaders and customers.

Skills

Team management

Executive presence

Assertiveness

Self-starter

Independent work

Ambiguity handling

Verbal communication

Written communication

Multitasking

Coordination

Ownership

Problem solving

Process improvement

Education

Master’s degree from a reputed university

Banking/NBFC Domain preferred

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.

https://www.transunion.com/privacy/global-job-applicant

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.

Role Overview

This is 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.

Core Responsibilities

• Define, coordinate and supervise the RCA end to end procedure and governance for TU CIBIL
• Provide RCA support using performance improvement tools (i.e. process maps, Fishbone diagrams, 5W2H approach, FMEA) and methodology
• Devise a Corrective and Preventive Plan basis the Root Cause of the identified failure areas
• Accountable for data accuracy, timeliness, and overall quality of the RCA’s
• Provide regular updates to the Management, RCA Teams, and other business stakeholders, ensuring the team is informed of status updates of the root cause analysis
• Manage clear and consistent communication plans and strategies for internal and external Customers
• Track and manage the COPQ (cost of poor quality) associated with the issues correlated to RCA
• Utilize project management tools and methodologies to track and communicate the status of RCA
• Develop and manage best practices for improvement, plan execution, and project management
• Effectively communicate and provide RCA report/presentation for leaders and consumers on a regular basis
• Maintain a Repository of RCA findings and solutions, for tracking improvements and measuring the efficacy of the deployed solutions

Experience and Skills

• Master’s degree from a reputed university
• Banking/NBFC Domain preferred
• Exposure to Email, Inbound Voice, and Backend processes
• 7 – 12 years of experience in Quality, RCA functions
• Team management
• Executive presence and assertiveness
• Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations
• Strong communication, organizational, verbal & written skills
• High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results

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.

TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.

TransUnion Job Title Specialist IV, Business Operations