Strategic Operations Consultant

2 weeks ago

Burlington, Ontario, Canada TransUnion LLC Full time

Key Responsibilities:

As a key member of the TransUnion team, you will play a crucial role in expanding the COO's time by providing high-level day-to-day organizational, project management, administrative support, as well as communication, research, and analysis. You will ensure optimal performance of the operations team, which is a critical interface between Sales, Solutions, and GT, delivering an exceptional experience to our customers and their consumers. You will enhance the operating model, governance procedures, processes, and methodologies, liaise and work with stakeholders, to ensure global alignment to drive continued improvement through transformational elements and systems.

You will engage with multiple partnering business units within and outside of TU, to ensure processes are aligned to overall objectives in supporting strategic deliverables. This role requires the co-ordination of SMEs across multiple functions to ensure the realization of strategic goals. You will drive the migration of Operations legacy systems to Salesforce and align to the developed playbook.

As an initiative-taking 'doer' with sound analytical judgement, excellent communication, and interpersonal skills, you will execute the tactical initiatives. You will possess strong attention to detail and be able to consistently produce high-quality work on deadline. You will also be trusted to manage confidential and/or sensitive information with care and tact.

The role will provide access to people and conversations that can accelerate a career, exemplifying consumer service and support leadership to ensure delivery of superior experiences to all consumers/customers. You will be responsible for efficient KPI delivery for all channels of customer and consumer support. You will review the environment to identify opportunities in tools, processes, and talent, to make recommendations towards increased quality and efficiency.

You will actively participate and provide consultation on various special projects related to regulations, performance improvement, and cost savings while providing feedback regarding strengths and weaknesses. You will collaborate with local and international leadership to build the TransUnion brand awareness and company culture with each associate within the Consumer Operations. You will analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition.

You will support continuous improvement by collaborating with TransUnion managers to consistently achieve excellent customer and employee satisfaction. You will 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.

You will adhere to Corporate Compliance and Legal expectations regarding any internal or external audits or performance reviews. You will also lead and champion our operating model using new technology and applications while delivering high-quality results. You will research, evaluate, and determine the right level of automation and implement automation options.

Customer Experience and Success Management:

You will conduct research and analysis on relevant topics to support the COO in decision-making, management, and strategic delivery/execution. You will 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. You will provide insights and analysis on emerging risks, organizational performance measurement and monitoring, and business process opportunities.

You will consult with the Executive Assistant to manage COO schedule and meetings. You will provide effective meeting support by preparing/organizing relevant materials including clear objectives, agendas, presentation materials, and participants. You will 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.

You will assist with managing key corporate-wide projects and top organizational priorities including identifying risks/contingencies, identifying emerging barriers, and measuring progress. You will coordinate, prepare, and schedule ad-hoc interventions for the COO with project teams where required to marshal and enable cross-functional engagement. You will draft, review, and edit correspondence and communications on behalf of the COO. You will source, create, and/or maintain centralized repositories of corporate materials to support cross-functional access to relevant materials.

You will provide other relevant support as needed.

Key Qualifications:

You will possess a degree in Operations/Project Management or Business field preferred. You will have 5+ years of prior experience as Operations Manager required. You will be Green Belt/Black Belt certified. You will have excellent project management, organizational, and time management skills. You will have excellent verbal and written communication skills. You will be able to identify the most critical aspects of a problem and guide business-focused solutions and recommendations that drive customer value.

You will be able to initiate changes to project direction where required and be able to decide and act without the total picture. You will be flexible and adaptable, adjusting quickly to changing priorities and conditions. You will be able to cope effectively with complexity, pressure, and change. You will demonstrate tenacity and willingness to go the distance to get something done. You will demonstrate curiosity and keep abreast of the market and internal events/changes.

You will actively seek responsibility and take pride in delivering the highest quality results and recommendations to our customers. You will be able to effectively integrate, motivate, and build relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives, and other individuals or organizations. You will be able to build and drive a culture of continuous improvement through innovation, collaboration, and lean thinking, creating organizational buy-in.

You will drive industrialized, accelerated operations capabilities. You will develop and maintain stakeholder relationships in regions, GT, and other shared services. You will collaborate closely with TransUnion legal and compliance stakeholders, industry bodies, and subject matter experts to ensure compliance with the respective acts and regulations.

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