Team OverviewThis senior leadership role oversees the credentialing, re-credentialing, onboarding, enablement, and account-maintenance functions that support U.S. and Canadian B2B customers accessing core credit products. The leader will manage a global organization through other people leaders, balance speed-to-revenue with regulatory and control requirements, and partner across Sales, Compliance, Legal, Support, and Operations to improve processes, tools, productivity, and customer onboarding outcomes. This role reports to the SVP of Customer Support Operations.This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
Role Overview and Core Responsibilities- Lead the end-to-end credentialing, re-credentialing, onboarding, product enablement, data stewardship, and account-maintenance functions supporting core credit customers.
- Direct a global organization of approximately 40-50 associates through roughly seven direct reports, including people leaders and specialized individual contributors; coach leaders, strengthen bench capability, and address succession or backfill needs.
- Drive faster, compliant customer onboarding by identifying barriers, coordinating resolution across teams, and balancing speed-to-revenue with regulatory and operational-control requirements.
- Review productivity, performance, service, and operational reporting on a recurring basis; use results to ensure frontline teams meet established expectations and to identify opportunities for improvement.
- Own the design and effectiveness of onboarding processes and controls, ensuring product setup is accurate, responsibilities are clearly defined, controls are monitored, and material process gaps or leakage are addressed.
- Partner regularly with Sales, Compliance, Legal, Support, and operations and technology teams to manage business-as-usual delivery, resolve onboarding issues, and improve the customer journey.
- Lead business-process improvement efforts by documenting and refining workflows and evaluating how systems, tools, and technology can improve efficiency, accuracy, scalability, and operational execution.
- Communicate process and policy changes to Sales leaders and educate sellers on the requirements and actions needed to move customers successfully through onboarding.
- Navigate a highly regulated data environment involving customer eligibility, permitted use, product access, and related requirements; direct FCRA, GLBA, or DPPA experience is preferred, while strong audit, risk, compliance, or controls experience may provide a transferable foundation.
- Represent the organization with VPs, SVPs, prospective customers, and existing customers, requiring strong written and verbal communication and the ability to translate complex operational and regulatory requirements into clear business guidance.
Required Knowledge and Experiences- Ten (10+) plus years' experience managing people with a demonstrated record of accomplishment of leading an operations team where adherence to corporate compliance is a priority. Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management
- Bachelor's Degree required
- Proven ability to manage an operations team with minimal supervision. This includes, but not limited to assessing, making recommendations and implementing best-in-class processes
- Proven skills in training and team building
- Experience with using metrics to run a team including establishing KPI's and managing to those KPI's; including forecasting work load and capacity
We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in: - Experience in a fast paced, high transaction volume environment preferred
- Experience in offshore team management preferred
- Lean Six Sigma Foundational Concepts Experience a plus
Benefits that support every part of your life:At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.
For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable.
For Your Protection: We've got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.
For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care[redacted] membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
For Your Future: Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long-term care insurance to plan confidently.
For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.
For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.
Pay Scale Information:The U.S. base salary range for this position is $126,700.00 - $190,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion's annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.
TransUnion's Internal Job Title:
Sr Manager, Customer Support Operations
Company:
TransUnion LLC
