What We'll Bring
This role based in the GCC, is responsible for contributing to the creation and execution of the Operations strategy, to drive operational efficiency. To lead and develop multiple teams, work closely with International leaders, TU business units and be accountable for delivering against expense and revenue budgets. Responsible for leading initiatives that drive productivity and efficiency improvement for these teams through innovation, new technologies and process improvement.
- Instill a successful and positive culture via influence that is evidenced by low attrition, high employee morale, engaged associates and exceptional individual and team performance.
- Ensure teams are working efficiently by actively monitoring key performance indicator (KPI) targets including, but not limited to service level, transfer rate, average handle time, occupancy, schedule adherence, and sales targets.
- Coaching and leading team leads to exceed performance targets including customer experience, quality, productivity and sales.
- Create a culture of continuous improvement
- Broad stakeholder management
- Collaborate closely with TransUnion sales executives and subject matter experts to develop and implement solutions and campaigns to exceed revenue targets
- Coach and develop teams to ensure a strong succession pipeline.
- Establishing a management structure that supports a virtual working model and ensure great associate performance.
- Demonstrating associates are following all legal/compliance/regulatory requirements.
- Recommending and implementing technology and process enhancements
- Maintaining TransUnions commitment to providing exceptional customer service and consumer support.
- Aggressively align the existing associate KPI performances with established targets.
- Overcoming challenges associated with remote based workers such as a lack of face-to-face supervision, home distractions, and connectivity interruptions.
- Exemplify Consumer Service through coaching and mentoring of Lead Associates to ensure delivery of superior experiences to all consumers/customers.
- Responsible for efficient KPI delivery for all channels of consumer support and newly on boarded associates through effective people and process management.
- Establishing targets, delivery criteria and measures for performance and ensures each team is engaged and tracking to clearly defined goals.
- Representing the GCC CR at monthly/quarterly business reviews and presenting to Leadership as needed.
- Provide opportunities for growth and development for upcoming leaders in the TU business through continuous feedback, mentoring, coaching and support.
- Reviewing current GCC CR 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 GCC CR.
- Providing root cause analysis, action plans, performance improvement tracking accordingly when service disruptions affect KPIs.
- Cooperate with WFM to define staffing requirements based on business needs and budget. Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition.
- Provide a road map for individual and collective department performance and development.
- Support continuous improvement by working other TransUnion managers to achieve consistently 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.
- Partner with Global Shared Services for Quality, Training and Workforce Management ensuring the teams are in line with global strategies and meets the unique needs of the business.
- Oversee associate onboarding/offboarding to confirm recruitment timelines are honored, equipment is functional/accounted for, and all Human Resources policies/procedures are followed.
Impact You'll Make
- Excellent Communications Skills (Verbal and Written)
- This position requires a Degree or College diploma in a business or a related field (equivalent combination of work and educational experience may be substituted at the discretion of management).
- Minimum of 6-8 years in Operations preferably with experience in leading Customer Service Operations, business process improvements and Compliance
- Good business acumen and understanding of the organizations operating procedures.
- Proven ability to manage, coach and motivate and lead employees in efforts to continually improve KPIs and related business functions.
- Proficient with industry technology and terminology. Experience with Amazon Connect & Salesforce is advantageous.
- Effective with change and conflict management as the business is constantly evolving.
- Excellent time management, multitasking, critical thinking and analytical skills.
- Ownership and accountability and problem resolution
- Action orientated and ability to work independently
- Understanding of Credit Reporting industry.
- Strong English verbal and written communication skills.
- Excel, word, PowerPoint, process mapping, contact centre technologies
Manager I, Consumer Operations Support
