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