Head of Consumer Operations

2 weeks ago

Makati City, National Capital Region, Philippines TransUnion Full time

Head of Consumer Operations page is loaded

Head of Consumer Operations Solicitar locations Makati City time type Full time posted on Publicado ayer job requisition id

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Lo que traeremos:

The Consumer Operations Manager is responsible for the service delivery of all the Consumer service touchpoints operations –back-office, walk-in, Email, Third party partnerships, and Call Center processes.

Lo que traerás:

Key Responsibilities:

  • Assist in developing strategies for quality consumer satisfaction
  • Oversee the creation and facilitation of any Consumer Relations policy and procedure, user documentation, scripts and training materials.
  • Assist in managing relationship with outsourcing vendor. This includes reporting and operations, monitoring of new processes and procedures, providing updates, resolving issues and making operational decisions.
  • Forecasting the volumes of incoming emails/online queries and voice processes.
  • Develop process for the production of management reports, area statistics, performance measures, etc.; implements process and tracks results.
  • Responsible for timely resolution of consumer disputes, complaints, and escalations
  • Ensure adherence of TAT for all processes
  • Use Six sigma methodology and execute projects periodically to improve the customer service experience
  • Monitoring BPO and Business partner's performance – TAT, Productivity, Capacity Planning
  • Utilize inclusive and engaging leadership skillset to establish strong working relationships with direct staff and all levels of the organization
  • Be on the lookout for opportunities for improvement and develop new efficient procedures
  • Improving overall process efficiency and reducing cost of operations

Provide 1:1 coaching and mentoring session with the team

Impacto que harás:

Skills & Experience:

  • 13-15 years of experience in consumer operations leadership, preferably in Operations and Consumer management processes within the banking or BPO domain.
  • Familiarity with Microsoft Office Suite – Word, Excel, PowerPoint, etc
  • Ability to create reports and dashboard which can be shared internal & external audience Bachelor's Degree in appropriate field of study and equivalent work experience
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
  • Strong analytical bent of mind to read through data trends and large data pools
  • Excellent written and verbal communication skills with experience in working with cross-functional teams.
  • High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.
This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.

Título de trabajo de TransUnion:

Sr Consultant, Consumer Operations Support

TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace.

We do this with a Tru picture of each person: an actionable view of consumers, stewarded with care.

Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics.

As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.

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