Sr. Consultant, Customer & Consumer Operations

What We'll Bring :

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions.

As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information.

Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways.

Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage, or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

What You'll Bring :

• Degree in Operations / Project Management or Business field preferred.
• 5+ years of prior experience as Operations Manager required.
• Green Belt / Black Belt certified.
• Excellent project management, organizational and time management skills.
• Excellent verbal and written communication skills.
• Problem Solving : Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value.

Initiates changes to project direction where required, and able to decide and act without the total picture.

• Flexibility / adaptability adjusts quickly to changing priorities and conditions. Copes effectively with complexity, pressure, and change.
• Persistence : demonstrates tenacity and willingness to go the distance to get something done.
• Learning : demonstrates curiosity and keeps abreast of the market and internal events / changes.
• Passion : Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.
• Team Player : Effectively integrates, motivates, and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.
• Build and drive a culture of continuous improvement through innovation, collaboration, and lean thinking, creating organizational buy-in.
• Drive industrialized, accelerated operations capabilities.
• Develop and maintain stakeholder relationships in regions, GT, and other shared services.
• Collaborate closely with TransUnion legal and compliance stakeholders, industry bodies and subject matter experts to ensure compliance with the respective acts and regulations.

Impact You'll Make :

Reporting directly to the Regional Chief Operating Officer ("COO"), the Senior Consultant, Customer & Consumer Operations plays a crucial role in expanding the COO’s time by providing high-level day to day organizational, project management, administrative support, as well as communication, research, and analysis.

Ensuring optimal performance of the operations team, which is a critical interface between Sales, Solutions, and GT, delivering an exceptional experience to our customers and their consumers.

You will enhance the operating model, governance procedures, processes, and methodologies, liaise and work with stakeholders, to ensure global alignment to drive continued improvement through transformational elements and systems.

Engage with multiple partnering business units within and outside of TU, to ensure processes are aligned to overall objectives in supporting strategic deliverables.

This role requires the co-ordination of SMEs across multiple functions to ensure the realization of strategic goals. Drive the migration of Operations legacy systems to Salesforce and align to the developed playbook.

The incumbent is an initiative-taking doer’ with sound analytical judgement, excellent communication, and interpersonal skills.

A solid understand of the strategic vision of the operational function, the incumbent will execute the tactical initiatives.

They possess strong attention to detail and can consistently produce high-quality work on deadline. They can also be trusted to manage confidential and / or sensitive information with care and tact.

The role will provide access to people and conversations that can accelerate a career.

• Exemplify consumer service and support leadership to ensure delivery of superior experiences to all consumers / customers.
• Responsible for efficient KPI delivery for all channels of customer and consumer support.
• Reviewing environment to identify opportunities in tools, processes, and talent, to make recommendations towards increased quality and efficiency.
• Actively participate and provide consultation on various special projects related to regulations, performance improvement, and cost savings while providing feedback regarding strengths and weaknesses.
• Collaborating with local and international leadership to build the TransUnion brand awareness and company culture with each associate within the Consumer Operations.
• Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition.
• Support continuous improvement by collaborating with TransUnion managers to consistently achieve excellent customer and employee satisfaction.
• Make recommendations to Management to change / modify existing processes and procedures to ensure the business unit is conducting operations in compliance with all regulatory requirements as well as corporate SOPs, policies, and internal process standards.
• Adhere to Corporate Compliance and Legal expectations regarding any internal or external audits or performance reviews.
• Any additional ad-hoc assignments as directed to meet the business needs.
• Lead and champion our operating model using new technology and applications while delivering high quality results.
• Research, evaluate, and determine the right level of automation and implement automation options.

Key Responsibilities :

• Conduct research and analysis on relevant topics to support the COO in decision-making, management, and strategic delivery / execution.
• Work with members of the TU team to identify operational challenges and opportunities that can be addressed to drive radical cohesiveness and greater functional integration.
• Provide insights and analysis on emerging risks, organizational performance measurement and monitoring and business process opportunities.
• Consult with the Executive Assistant to manage COO schedule and meetings.
• Provide effective meeting support by preparing / organizing relevant materials including clear objectives, agendas, presentation materials and participants.
• Draft key follow-up action items and summaries of meetings with a critical lens of what is strategically important to the organization and who should be looped in.
• Assist with managing key corporate-wide projects and top organizational priorities including identifying risks / contingencies, identifying emerging barriers and measuring progress.
• Coordinate, prepare and schedule ad hoc interventions for the COO with project teams where required to marshal and enable cross-functional engagement.
• Draft, review, and edit correspondence and communications on behalf of the COO.
• Source, create and / or maintain centralized repositories of corporate materials to support cross-functional access to relevant materials.
• Provide other relevant support, as needed.

Customer Experience and Success Management :

• Signs off on the development, execution, roadmaps for projects and helps the team make prioritization decisions with stakeholder input.
• Understanding of end user workflows and ability to align stakeholders on workflow requirements.
• Ability to innovate new concepts and solutions.
• Good project management capabilities and high diligence; comfortable working under deadlines and producing key deliverables.
• Establish and maintain strong collaborative relationships with internal and external partners and stakeholders.
• The ability to deal with ambiguity and diverse teams across the organization value chain.
• Defines framework of processes, linkages, critical success factors and performance measures
• Sound business judgment and excellent problem solving and influencing skills.
• Excellent presentation skills and the ability to explain complex concepts and solutions in a simplified but persuasive manner.
• Ability to work independently, or as part of a dynamic team in a rapidly changing environment.
• Work proactively and display business acumen and maturity.
• The ability to bridge business and technical environments, and ability to build professional relationships.
• Assist the team by addressing delivery risks, highlighting functional or technical blockers or issues hindering efficient delivery.
• Driving an improved overall customer experience by : Injecting a strong customer centric delivery focus and culture, ensuring improved response times on tickets and problems and ensuring the timeous resolution of problems impacting customer experience

TransUnion's Internal Job Title :

Sr Consultant, Consumer Operations Support