Sr Manager - Operation Analytics

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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 accommodation for individuals with disabilities throughout the application and employment process. Please contact us to discuss any accommodation 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 connectivity, 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.
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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
This is an exciting time at TransUnion CIBIL. With investments in our people, technology and new business markets, we are redefining the role and purpose of a credit bureau. We are looking for a highly analytical and structured Operations Analytics Analyst to drive data-led insights that result in lower disputes, improve dispute resolution and strengthen end to end operational efficiency. This role will focus on building a strong data foundation, identifying top-of-funnel dispute drivers, and partnering with cross functional teams to implement corrective actions.
Over time, this role will evolve into working on AI-driven initiatives such as chatbot, email automation bots, and predictive models to improve customer experience and operational productivity.

What You'll Bring:

Roles & Responsibilities

Data Architecture & Foundations

• Ensure data accuracy, hygiene, and consistency across sources.
• Build frameworks that allow for proactive insights rather than reactive reporting.
• Partner with Tech/Data Engineering to enhance data models and schemas.

Dispute Analysis & Root Cause Identification

• Analyze top‑of‑funnel dispute drivers using trends, segmentation, and statistical techniques.
• Build deep dives to identify systemic issues, process gaps, and behavioral patterns impacting disputes.
• Partner with Operations, compliance / legal teams to convert insights into measurable actions.
• Track and report impact of implemented initiatives on dispute rates and compensation.

Compensation Optimization

• Develop compensation reduction strategies by identifying avoidable cost categories.
• Define guardrails for teams and create dashboards to monitor compensation leakage.

Automation, AI & Process Innovation (Scope to be evolved)

• Explore opportunities to leverage AI/ML for proactive issue resolution.
• Build and iterate chatbot flows and email automation bots to reduce manual effort.
• Work with internal teams to test and deploy automation pilots.
• Maintain a roadmap for AI-led improvements across disputes and operations.

Impact You'll Make:

Experience and Skills

• Bachelor’s degree in engineering, Statistics, Economics, Data Science, or related fields.
• 3–5 years of experience in analytics (operations, business, or product analytics preferred).
• Strong proficiency in SQL, PySpark and proven ability to work with large datasets.
• Segmentation techniques and basic ML modelling techniques for building predictive solutions
• Ability to translate data into actionable insights.

• Experience working with cross-functional teams (Product, Ops, Engineering, CX).
• Exposure to GenAI framework & measurement (chatbots, NLP models, workflow automation).
• Strong communication and stakeholder management skills.

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 innovation – A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking.

Business Acumen – Spends time to ensure understanding of the business and aligns accordingly.

Change agent – Ability to diagnose correctly, design and execute interventions. Ensures communication through appropriate channels in a concise and proactive manner.

Execution champion – Focuses and ensures closure without compromising on quality of the output. Raises / flags issues as necessary and moves forward with a solutioning approach

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Consultant, Data Analysis