Back Office Operations - Lead

What We’ll Bring:

About Us
TransUnion is a global leader in analytics, decisioning and information management. We apply advanced technology and analytic expertise to virtually any data source to develop an in-depth understanding of business challenges. With this insight, we are able to create advantages for businesses around the world and to better manage their risk. We help businesses make better decisions, improve efficiency and identify opportunities. We are present in over 30 countries globally and contribute to the growth of businesses, organizations and the economy of these countries. In India, we operate as TransUnion CIBIL and have been the pioneers in establishing the credit information infrastructure in the country. Many Industry experts and leaders attribute the phenomenal growth in retail lending in India to the credit information support received from TransUnion CIBIL.

TransUnion CIBIL is India’s leading credit information company and maintains one of the largest repositories of credit information globally. We have over 3000 members–including all leading banks, financial institutions, non-banking financial companies and housing finance companies–and maintain more than 1000 million credit records of individuals and businesses.

Our mission is to create information solutions that enable businesses to grow and give consumers faster, cheaper access to credit and other services. We create value for our members by helping them manage risk and devise appropriate lending strategies to reduce costs and increase portfolio profitability. With comprehensive, reliable information on consumer and commercial borrowers, they are able to make sound credit decisions about individuals and businesses. Through the power of information, TransUnion CIBIL is working to support our members drive credit penetration and financial inclusion for building a stronger economy.
We call this Information for Good. For more information visit: www.transunioncibil.com

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.

What You’ll Bring:

Role Description 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. The primary objective of this position will be to support TransUnion CIBIL operations in the GCC. Additionally, it’s critical that this candidate is closely aligned with the onshore operation teams to ensure consistency and knowledge of vertical products and processes. Roles & Responsibilities Plan and manage Continuous Improvement (CI) Initiatives & efficiency projects for the process and support to drive business objectives and ongoing operations. Apply proven communication, analytical and problem solving skills to help identify, communicate, organize and manage information systems projects to maximize the benefits of investments. Apply knowledge of principles, best practices, standards, terminology and concepts in Lean, six Sigma & RPA. This includes systems and project planning, estimating, execution, implementation and on-going support. Responsible for managing the agents with daily workflow assignment, optimize production capacity through periodic capacity utilization reviews, SLA management, performing audit/QC on agents work against the quality scorecard, provide feedback and coaching to agents for any quality gaps and maintain quality targets defined for the team. Operations Management: • Maintain constant communication with Ops Manager, staff, and vendors to ensure proper operations of the process. • Understands and consistently demonstrates SME knowledge of all Operations Function, products, services and tools • Ability to prioritize and manage daily workflow, ensuring maintenance of departmental procedures in a fast-paced environment. • Adheres to established SLAs and Process manual to perform Operational activities in TransUnion CIBIL. • Effectively communicate any issues that arise with the different verticals. • Meet the KPI/SLA expectations • Address the issues and provide solution oriented feedback to operations representatives to improve performance • Coach agents with required trainings for any functional knowledge gaps • Prepares and distributes reports for leadership and management review as expected • Prepare and circulate metrics (Balanced Scorecard) to CIBIL at regular intervals. • Actively pursue strategic and operational objectives • Ensure operational activities remain on time and within a defined budget • Plan & monitor staffing requirements, hiring new employees as needed • Ensure all processes are documented as SOPs with relevant process maps • Drive governance meetings with operational metrics Continuous Improvement programs: • Create an environment for driving CI projects and JUST DO IT Initiatives. • Take ownership of the Continuous Improvement System and develop effective tools and materials. • Timely review and updation of SOPs and recommend changes/re-define processes in line with business goals • Proactively identify opportunities and provide alternatives/solutions for process improvement • Ensuring process adherence & compliance through defined audit framework • Lead continuous improvement projects • Problem solving, including root cause analysis on how to reinforce the toolkit in areas where there are gaps. This includes calling out common themes, to develop enterprise level solutions (Intelligent Automation - RPA) • Monitor progress of piloted initiatives and provide feedback • Conduct weekly sessions with internal operations leadership • Monitor experiences to ensure effectiveness and efficiency • Work closely with agents to determine upskilling needs and/or changes for support agents • Implement best practices from other TU Regions and replicate tool and processes which can make the process efficient Collaboration • Drive collaboration across teams and departments. • Address issues upfront, define alternative solutions, resolve conflict and create lasting, productive partnerships with clients. • Develop strong relationships with Training and Knowledge Base teams. Share findings to drive refinement within their business unit Communication • Manages day-to-day user interactions, builds credibility, establish rapport and sets and manages user expectations. • Driving effective communication across businesses and functions through all phases of program life cycle. • Clearly communicate project status, issues, risks, plans, etc. to Leadership

Impact You’ll Make:

Experience and Skills • Master’s degree preferred. • 9+ years of proven, results-based experience in an Team Lead role • Must have minimum 5-7 years of experience in ‘Banking operations’ or the BFSI industry • Knowledge of Banking terms and Bureau Knowledge will be an added advantage • Six Sigma Green Belt or higher Certification (preferred) • Strong ability to analyze existing processes for gaps and improvement opportunities, and then develop and implement strategies to drive clear business impact • Demonstrated ability to balance competing priorities, workloads, and deadlines • Passionate about customers, quality and team management • Excellent verbal, written, and interpersonal communication skills • Proficient in Microsoft applications including PowerPoint. • Strong attention to detail. Essential Competencies Scientific/ Technical Competencies 1. Operational Excellence 2. Business Acumen 3. Analytical Skills 4. Risk Assessment 5. Influence and Negotiate 6. Team Management 7. Project Management 8. Customer Service Behavioral 1. Leadership 2. Decision Making 3. Developing People 4. Communication 5. Interpersonal Skills

TransUnion Job Title

Assoc Lead, Business Operations