AVP - Nodal Escalations
AVP - Nodal Escalations
Posted on :
06-07-2025
Employer Active
1 Vacancy
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Job Description
TransUnions Job Applicant Privacy Notice
What Well Bring:
We are one of Indias 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.
Culture and Values
Our culture is welcoming energetic and innovative. Theres an overall synergy that flows throughout the company creating a sense of connect belonging and unity in knowing that were all working to achieve the same overall goal. Our core values which we live by every day are integrity People Customer and Innovation.
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.
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.
What Youll Bring:
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.
- Guide the BPO segment of Transunion CIBIL involved in responding to escalations; ensure minimum TAT for customer escalations and complaint closures
- Interact and engage with Regional RBI CEPCs & Office of Banking Ombudsman
- 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.
Process Improvement:
- Proactively identify opportunities and provide alternatives/solutions for process improvement
- Introduce best practices to streamline the work flow and improve team productivity meet processing expectations and ensure all timelines met by the team
- Design processes and bring continuous improvements in existing processes.
Team Management:
- Manage day to day team and insourced operations give regular feedbacks in case of deviations
- Track highly escalated cases inflow and pendency on daily basis
- Review of all consumer responses received on Escalation Channels
- Drive team & insourced operations performance TAT Quality & Productivity
- Ensure continuous improvement in all performance parameters - TAT Quality & Productivity
- Ensure TATs & quality targets are met by the team
- Ensure high quality response and complete resolution
- Guide the team for exceptional scenarios and ensure smooth functioning of all processes within escalations and grievance operations
- Responsible for overall monitoring of escalation process
Impact Youll Make:
Experience and Skills
- Masters degree in Business Administration/ Operations or a related field.
- Overall 12-15 years experience in Complaints Management in BFSI sector with 7-8 years experience in managing a team handling Regulatory & Management Escalations and currently holding Nodal Officer position in an Bank or NBFC
- Should have worked in the Grievance redressal team or Complaints management team in her/ his previous stints.
- 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
- Team handling experience is must
Essential Competencies
Ability to build trusting relationships - across all levels and in the immediate / extended team internationally should be known and regarded as a trusted competent advisor.
Driving innovation A believer in continuous improvement of services processes and operational efficiency. Demonstrates curiosity and critical thinking.
Business Acumen Spends time to ensure understanding of the business and aligns accordingly.
Change agent Ability to diagnose correctly design and execute interventions. Ensures communication through appropriate channels in a concise and proactive manner.
Execution champion Focuses and ensures closure without compromising on quality of the output. Raises / flags issues as necessary and moves forward with a solutioning approach
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.TransUnion Job Title
Specialist IV Customer Support OperationsRequired Experience:
Exec
Employment Type
Full-Time
Key Skills
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