Assistant Manager - Escalations

TransUnion; Hinoba-an; Hybrid; PHP 464,000 - 663,000; Full time

Job summary

TransUnion CIBIL is seeking a Specialist I, Consumer Operations Support to manage end-to-end grievance resolution across multi-channel escalations in a BFSI environment.

The role is hybrid, requiring strong written communication, the ability to handle irate customers, and collaboration with cross-functional teams to ensure timely, high-quality outcomes.

Qualifications

• Master’s degree in Business Administration/Operations; 5–6 years in BFSI grievance redressal.
• Highly proficient in written communication; ability to handle irate customers and document reviews.
• Experience with complaint analysis, complex cases and meeting aggressive TATs.

Responsibilities

• Handle end-to-end resolution of complaints via escalation channels.
• Analyze complaints per defined processes and timelines.
• Monitor escalation processes and suggest improvements to increase consumer satisfaction.
• Ensure compliance with established rules and delivery quality.
• Guide the BPO segment in escalations and ensure minimum TAT for closures.
• Coordinate with cross-functional teams for timely resolution.

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 Descripción general del equipo 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. https://www.transunion.com/privacy/global-job-applicant

Dynamics of the Role

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 :

• 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.

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.

Resumen del rol y responsabilidades clave

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

Conocimientos y experiencia requeridos

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 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

En TransUnion, fomentamos y estamos comprometidos con generar un impacto real y positivo, así como un sentido compartido de propósito a través de nuestra iniciativa Workforce for Good. Esta iniciativa empodera a nuestra gente para crecer, innovar y contribuir a un mejor futuro para nuestras comunidades y nuestros clientes. Trabajamos para construir un entorno en el que nuestros colaboradores tengan el control de su desarrollo profesional, contando al mismo tiempo con el apoyo necesario a lo largo del camino. Reconocemos que el éxito se alcanza cuando nuestros colaboradores prosperan tanto a nivel profesional como personal; por eso priorizamos la flexibilidad entre la vida laboral y personal, y ofrecemos recursos que permiten a nuestros equipos en todo el mundo colaborar y alcanzar la excelencia. Sé parte de nuestra Workforce for Good: trabajarás con personas extraordinarias, productos innovadores y tecnología de vanguardia.

Título de trabajo de TransUnion:Specialist I, Consumer Operations Support

View TransUnion's Job Applicant Privacy Notice 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.