AVP - Nodal Escalations - Remote

Overview

The AVP - Nodal Escalations role at TransUnion CIBIL involves managing the end-to-end resolution of complaints received through various escalation channels, ensuring compliance with established rules, and driving continuous improvement in processes.

In Short

• Handle and resolve complaints from various escalation channels.
• Monitor escalation processes to improve consumer satisfaction.
• Guide the BPO segment in responding to escalations.
• Identify opportunities for process improvement.
• Manage day-to-day team operations and performance.
• Ensure compliance with timelines and quality standards.
• Collaborate with cross-functional teams for timely resolutions.
• Track escalated cases and manage records.
• Drive team performance and ensure high-quality responses.
• Foster trusting relationships across teams.

Requirements

• Master’s degree in Business Administration/Operations or related field.
• 12-15 years of experience in Complaints Management in BFSI.
• 7-8 years in managing a team handling regulatory escalations.
• Experience in grievance redressal or complaints management teams.
• Proficiency in written communication and complaint analysis.
• Ability to meet aggressive TATs with high-quality resolution.
• Experience in team handling.

Benefits

• Opportunity to work with a leading credit information company.
• Inclusive and diverse workplace culture.
• Focus on continuous improvement and innovation.
• Collaborative team environment.
• Hybrid work model with flexibility.