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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