Senior Consultant, Customer Operations

1 month ago

Burlington, Ontario, Canada TransUnion LLC Full time

What We Offer:

At TransUnion, we are committed to leveraging information to empower individuals and organizations to make informed decisions. As a premier provider of global information solutions, our goal is to facilitate access to opportunities that enhance quality of life, by assisting organizations in optimizing their risk-based decisions and enabling consumers to comprehend and manage their personal data. By providing comprehensive and multidimensional information, we enable informed decision-making that leads to remarkable achievements.
Each day, TransUnion equips our employees with the necessary tools and resources to explore diverse applications of information. Whether it involves aiding businesses in managing risk more effectively, offering insights that help consumers secure their first mortgage, or collaborating with law enforcement to enhance community safety, we are dedicated to improving the quality of life for individuals, families, communities, and local economies globally.

What You Will Contribute:

A degree in Operations, Project Management, or a related Business field is preferred. A minimum of 5 years of experience in an Operations Manager role is required. Certification as a Green Belt or Black Belt is essential. Exceptional project management, organizational, and time management abilities. Strong verbal and written communication skills. Problem Solving: Capable of identifying critical aspects of challenges and guiding business-focused solutions that enhance customer value. Able to initiate project direction changes as necessary and make decisions with incomplete information. Flexibility: Adapts swiftly to changing priorities and conditions, effectively managing complexity and pressure. Persistence: Demonstrates determination and a commitment to achieving results. Learning: Exhibits curiosity and stays informed about market trends and internal developments. Passion: Seeks responsibility and takes pride in delivering high-quality results and recommendations. Team Collaboration: Effectively integrates and motivates cross-functional team members, stakeholders, and executives. Foster a culture of continuous improvement through innovation and collaboration. Enhance operational capabilities through industrialized and accelerated processes. Build and maintain relationships with stakeholders across regions and shared services. Collaborate with legal and compliance teams to ensure adherence to relevant regulations.

Your Impact:

Reporting directly to the Regional Chief Operating Officer (COO), the Senior Consultant, Customer & Consumer Operations plays a pivotal role in optimizing the COO's time by providing high-level organizational, project management, and administrative support, alongside communication, research, and analysis. This position ensures the operations team performs optimally, serving as a critical link between Sales, Solutions, and GT, thereby delivering exceptional experiences to our customers and their consumers. You will enhance operational models, governance procedures, and methodologies, collaborating with stakeholders to ensure global alignment and drive continuous improvement through transformational initiatives. Engage with various business units within and outside of TransUnion to ensure processes align with strategic objectives. This role requires coordination with subject matter experts across multiple functions to achieve strategic goals. You will also lead the transition of legacy Operations systems to Salesforce, adhering to the established playbook.

The ideal candidate is a proactive 'doer' with strong analytical judgment, excellent communication, and interpersonal skills. A solid understanding of the operational function's strategic vision is essential for executing tactical initiatives. Attention to detail is crucial, ensuring the delivery of high-quality work within deadlines while managing confidential information with discretion. This role provides opportunities for networking and professional growth.

Exemplify leadership in consumer service to ensure superior experiences for all customers. Ensure efficient KPI delivery across all customer support channels. Analyze the environment to identify opportunities for enhancing tools, processes, and talent, making recommendations for increased quality and efficiency. Actively participate in special projects related to regulations, performance improvement, and cost savings, providing feedback on strengths and weaknesses. Collaborate with leadership to promote TransUnion's brand and culture among associates. Analyze trends and make recommendations regarding call volume, attendance, and attrition. Support continuous improvement efforts by working with managers to achieve high customer and employee satisfaction. Recommend changes to processes and procedures to ensure compliance with regulatory requirements and internal standards. Adhere to compliance and legal expectations during audits and performance reviews. Undertake additional assignments as needed to meet business objectives. Lead the implementation of new technologies and applications while delivering high-quality results. Research and evaluate automation options to enhance operational efficiency.

Key Responsibilities:

Conduct research and analysis to support the COO in decision-making and strategic execution. Collaborate with team members to identify operational challenges and opportunities for greater integration. Provide insights on emerging risks and opportunities for business process improvements. Assist the Executive Assistant in managing the COO's schedule and meetings. Prepare and organize materials for meetings, ensuring clear objectives and agendas. Draft follow-up action items and summaries of meetings, focusing on strategic importance. Manage key corporate projects and organizational priorities, identifying risks and measuring progress. Coordinate ad hoc interventions for the COO with project teams as necessary. Draft and review correspondence on behalf of the COO. Maintain centralized repositories of corporate materials for cross-functional access. Provide additional support as required.

Customer Experience and Success Management:

Oversee the development and execution of project roadmaps, aiding prioritization decisions with stakeholder input. Understand end-user workflows and align stakeholders on requirements. Innovate new concepts and solutions. Exhibit strong project management capabilities and diligence, comfortable working under deadlines. Establish and maintain collaborative relationships with internal and external partners. Navigate ambiguity and work effectively with diverse teams across the organization. Define processes, linkages, success factors, and performance measures. Demonstrate sound business judgment and excellent problem-solving skills. Deliver compelling presentations that simplify complex concepts. Work independently or as part of a dynamic team in a fast-paced environment. Display business acumen and maturity in decision-making. Bridge business and technical environments, fostering professional relationships. Address delivery risks and highlight blockers affecting efficient outcomes. Enhance overall customer experience by promoting a customer-centric culture and ensuring timely problem resolution.

TransUnion's Internal Job Title:

Senior Consultant, Consumer Operations Support

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