Manager - CX Operations

What We'll Bring:

We are India’s leading credit information company and have established ourselves as a key anchor in the credit ecosystem of the country over the past 25 years. As an information and analytics provider, we aim to bridge the gap between stakeholders across multiple ecosystems. We use information for good by analyzing credit information to generate solutions for institutions and consumers. Our solutions facilitate easy access to credit for consumers and provide valuable insights to lenders when evaluating potential borrowers.

We are in the business of building trust between organizations and consumers. It is our core belief that trust can help organizations and consumers transact with ease and help them achieve great things.

We are committed to not just being an equal opportunity employer but also actively cultivating a culture of inclusion and belonging. We celebrate and respect the unique backgrounds and experiences that every individual brings to our team. Applicants are evaluated based on 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. 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.

We are committed to providing reasonable accommodations for individuals with disabilities throughout the application and employment process. Please contact us to discuss any accommodations you may need.

Culture and Values

Our culture is welcoming, energetic, innovative, and deeply committed to fostering an environment of belonging, where diverse perspectives and backgrounds are valued. 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

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.

Dynamics of the Role

Responsible for carrying out bureau related Operational activities as part of CX-Operations team within TransUnion CIBIL.

What You'll Bring:

Responsibility:

• Establish control programs centrally across all Operational Functions.
• Must have a thorough understanding of the functional aspects of the Bureau Application.
• Must develop deep understanding on data and the match merge rules in the system.
• Identify and provide resolutions for issues raised.
• Meeting TATs & Accuracy standards in conjunction with the company’s requirements and expectations.
• Defining & reviewing of policies & Standard operating procedures (SOP’s).
• Preparing daily/monthly reports with details of the productivity, quality & SLAs.
• Co-ordination with TransUnion CIBIL members to resolve their queries / problems.
• Maintaining high standard of quality & achieving high level of productivity.
• Work closely with technical and operational team.
• Developing and maintaining a continuous improvement approach to ensure processes and controls keep up with the changes.

Impact You'll Make:

Experience and Skills

• Graduation Degree / Master’s degree in Business Administration/ Analytics/ Governance/ Risks and Control profile or a related field.
• Minimum 10+ years of relevant experience
• Ability to render recommendation on process framework based on business requirements.
• Executive presence and assertiveness.
• Ability to perform multiple tasks in environment that changes daily based on incoming work.
• 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.

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 II, Business Operations

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