Coordinator of Petition Rights and PQRs

Company Description

Experian is a global data and technology company that drives opportunities for people and businesses worldwide. We help redefine lending practices, discover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics, and software. We also assist millions of people in achieving their financial goals and help them save time and money.

We operate in a variety of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many other industrial segments.

We invest in people and advanced new technologies to unlock the power of data. As a FTSE 100 index company, listed on the London Stock Exchange (EXPN), we have a team of 22,500 people in 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

Purpose of the role:

Coordinate and supervise the activities of the team responsible for managing written communications, ensuring the reception, analysis, resolution, tracking, and control of assigned requirements. The role involves handling highly complex requests related to petition rights, PQRs, credit history, scores, and other products. Additionally, actively participate in automation and continuous improvement initiatives, contributing to the achievement of productivity, quality goals, and the area's Key Performance Indicators (KPIs).

Responsibilities of the Role

1. Supervise and control the achievement of goals in the Written Communications area for handling requests, petition rights, and PQRs from citizens and subscribers.

2. Support the administrative management of the team, tracking and controlling the group's operational activities.

3. Design and optimize PQR, information request, and petition rights processes, identifying improvement opportunities to increase operational efficiency.

4. Ensure the documentation and updating of content and processes, guaranteeing their version complies with corporate policies, as well as their approval, dissemination, and socialization within the team.

5. Coordinate the operational assignment of cases and workloads, ensuring compliance with Key Performance Indicators (KPIs) and legal regulations.

6. Manage team updates, such as vacations, FOW model, and other administrative situations, ensuring operational continuity through efficient organization of work schedules.

7. Guarantee service quality, through the use of control matrices that support the analysis and appropriate response to the area's requirements.

8. Monitor management indicators, ensuring compliance with KPIs, legal regulations, and service standards for information requests, petition rights, and complex cases.

9. Act as a communication channel between the area and support teams, facilitating the collection of necessary inputs and information for case resolution.

10. Provide internal and external customer support and service, ensuring correct operation and attention to requirements.

11. Actively participate in innovation, automation, and artificial intelligence (AI) projects, contributing to the digital transformation of the service operations area.

12. Manage and approve access to the applications used by the Citizen and Subscriber Service Operations area.

13. Ensure compliance with the policies, processes, and guidelines established by the organization and the Operations and Service area.

14. Identify and specify required functionalities in operational applications, derived from improvement opportunities detected in daily management.

Qualifications

Qualifications

• Education: Professional in Law, Administration, Industrial Engineering, or related fields. Desirable complementary training in process management, customer service, or document management.
• Minimum 3 years in coordination of PQR areas, petition rights, or citizen service. Experience leading teams (ideally more than 5 people). Participation in automation, continuous improvement, or KPI implementation projects.
• Proficiency in tools like Office, Visio, Bizagi, Salesforce, Oracle, Service Now. Functional knowledge of customer service and document management applications. Ability to model processes and document procedures.
• Leadership and Team Management • Customer Service Orientation • Logical and Analytical Thinking.

Additional Information

Our uniqueness is that we celebrate what makes us different. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what really matters: DEI, work-life balance, development, authenticity, engagement, collaboration, well-being, reward and recognition, volunteering... and the list goes on. Experian's strong people-first approach has been recognized: Great Place To Work™ in 24 countries, FORTUNE Best Companies to work, and Glassdoor Best Places to Work (globally 4.4 stars), to name a few. Take a look at Experian Life on social media or our careers site to understand why.

Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a fundamental part of Experian's DNA and practices, and the diversity of our workforce drives our success. Everyone can succeed at Experian and bring their whole selves regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have any disability or special needs that require accommodations, please let us know as soon as possible.

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Coordinador de Derechos de Petición y PQRs

• Bogotá- Carrera 7 # 76-35 , Bogotá, Colombia
• Full-time