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Operations Excellence Specialist

2 months ago

Burlington, Ontario, Canada TransUnion LLC Full time
About the Role

We are seeking a highly skilled and experienced Senior Consultant to join our Customer & Consumer Operations team at TransUnion LLC. As a key member of our team, you will play a crucial role in expanding the Chief Operating Officer's time by providing high-level day-to-day organizational, project management, administrative support, as well as communication, research, and analysis.

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.
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.