Job Description
We Are TransUnion:\n\nTransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.\n\nWe’re looking for a Lead: UK Credentialing to join our growing Customer Support Operations team.\n\nDay to Day You’ll Be:\n\n * Manage the team of associates on a daily basis based on operational outcomes.\n\n * Maintain quality performance of team by adhering to TransUnion values, key performance indicators, and quality expectations.\n\n * Manage and maintain your KPIs in line with the expectations set by your line manager.\n\n * Support internal stakeholders and team with queries.\n\n * Communicate within internal teams to ensure correct processes and procedures and identify opportunities to enhance the client experience.\n\n * Learn and understand TransUnion’s product suite to ensure product intricacies are met.\n\n * Develop staff development plans based on career progression plans.\n\n * Manage all operational reports for the team.\n\n * Engage with training and develop effective training of new and existing processes for the team.\n\n * Function as a primary escalation point for the team on operational matters.\n\n * Engage with broader UK Ops teams on any process escalations.\n\n * Manage all staffing requirements for the team.\n\nEssential Skills & Experience:\n\n * At least 2-3 years of experience in a financial services-based environment or similar with basic knowledge of Consumer regulations.\n\n * At least 3-4 years of people management experience in a financial services-based environment or operational environment\n\n * Good people management skills.\n\n * Good understanding of relevant labour regulations in country\n\n * Good operational report understanding and development.\n\n * Demonstrate active listening skills and fully engage with all client onboarding processes to gain skills and drive the team.\n\n * Ability to communicate with internal stakeholders at different competency levels, including technical and sales teams.\n\n * High-level communication skills, both written and verbal.\n\n * Highly detailed and organized, with the ability to manage multiple high-priority tasks.\n\n * Proficient computer skills, including navigating the internet, web-based applications, MS Office, or other business software.\n\nDesirable Skills & Experience:\n\n * Patience in handling escalated queries within internal teams.\n\n * Willingness to enhance team knowledge through process building