Senior Manager - Customer Success

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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 Execute functional strategy to drive strong customer engagement post sales Synthesize, analyze and assimilate customer success strategies from discussions Regulatory Guideline Management & Implementation

What You'll Bring:

• Steering organizational customer success strategies across all associated large member banks / NBFC
• Maintain key customer relationships and develop, implement strategies with key decision makers, CXO(s)
• Ensure customer satisfaction by achieving delivery, service quality norms.
• Drive performance of the function across KPIs across customer centricity, compliance and operational excellence
• Collaborate with multiple business stakeholders to identify priorities, metrics and track progress on customer success initiatives identified
• Should be a process and detail oriented individual with an ability to create detailed documents and notes for internal and external customers
• Ensure all communication messages related to customer success strategy, priorities, and metrics are aligned and accurate.
• Identifying, exploring and fleshing-out select opportunities across client journey to solve for critical business issues of the clients
• Propagating regulatory guidelines directed by RBI through circulars
• Recommending best industry practices to all associated large member banks / NBFC
• Providing guidance and expertise in the implementation journey with large member banks / NBFC
• Monitoring of performance against SLAs and ensuring adherence.

Impact You'll Make:

Experience and Skills

• Qualification: Master’s degree or equivalent in Business Administration / Finance
• 10-12 years of relevant / banking experience is must.
• Flexibility to travel as needed
• Executive presence and assertiveness.
• 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.

Essential Competencies

Ability to build trusting relationships - across all levels and in the immediate / extended team internationally, should be known and regarded as a trusted competent advisor.

Driving customer experience, innovation & operational excellence – A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking and passionate about creating superior experience for clients. Technical competency, to understand and use technology as a means to drive customer experience, compliance and operational efficiencies is a must.

Business & financial analytics acumen – Spends time to ensure understanding of the business and aligns accordingly. Analytical bent of mind is necessary. Ability to interpret and analyze a variety of business information.

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.

TransUnion Job Title

Specialist III, Business Operations