Back Office RCA Representative

The TransUnion CIBIL Back Office RCA Representative will leverage their in-depth knowledge of consumer services to provide expert guidance on handling customer queries, requests, and complaints. They will work closely with both Operations and Technology teams to improve processes, assist in developing training materials, and ensure the upliftment of the effectiveness and efficiency of consumer interactions.

• Provide Expertise: Offer expert knowledge and insights in consumer services, particularly in handling consumer queries, requests, and complaints
• Root Cause Analysis: Interpret between the actual (as-is) and required logics and propose methodical solutions to bridge the gap(s) by building in ideal (to-be) logics
• Process Improvement: Identify areas for improvement in Consumer service processes and suggest actionable changes to bring out tangible benefits
• Insight Analysis: Analyze scenarios independently and bring out SMART insights from them
• Documentation: Assist in developing and reviewing project documentation, training contents, and/or work manuals to ensure accuracy and relevance
• Calibration: Conduct RCA calibration sessions, webinars, and workshops to enhance the team s knowledge and overall performance
• Collaboration: Keep thorough communication with the stakeholders at multiple levels and get the required information / dependencies cleared out from them within stipulated timeframe

• Adhere to all KRAs designed and aligned to the role, i.e. Productivity, Quality, Timeline adherence, Attendance and/or any ad-hoc responsibility assigned
• Partner with stakeholders across business-lines and operation units to develop analyses and documentations in a collaborative way, communicating effectively and efficiently
• Evaluate, analyze, and communicate requirements on a continuing basis, and maintain processes, including the delivery of monthly status reports to all appropriate parties
• Update and maintain internal documentations, formally initiate and deliver requirements and documentations
• Conduct step-line process analysis and bring out actionable insights from there
• Prepare reports and working decks for the senior management reporting
• Acquire complete knowledge on all Operations processes
• Work on regulatory requirements, related otheactivities and reporting
• Extended support to manage the BAU deliveries, whenever required
• Responsible to adopt new changes and cascade to the team members, whenever required