Manage customer onboarding, implementations, member codes, access configurations, operational requests, ticket queues, and complex escalations. Coordinate stakeholders and projects while meeting SLAs and quality standards. Perform QA reviews, training, documentation, workload oversight, and process improvements. Serve as a subject matter expert and provide operational leadership during manager absences.
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Team Overview
The Canada Enablement Team is responsible for creating, managing, and supporting customer enablement codes, including Production, Test, Offline, Reporting, and Batch codes. The team partners with stakeholders across Sales, Legal, Compliance, Batch Operations, and other business groups to support customer onboarding, implementations, and operational needs, ensuring a seamless and positive customer experience. 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
- Manage customer onboarding, implementation, maintenance activities, and operational requests by creating, modifying, validating, and maintaining member codes, customer access, and related configurations across test and production environments.
- Serve as a primary point of contact for internal and external stakeholders, leading multiple stakeholder calls, meetings, and discussions to provide project updates, gather requirements, resolve issues, and ensure successful customer outcomes.
- Review, prioritize, and manage ticket queues, project queues, and customer requests, ensuring timely completion of work while consistently meeting service level agreements (SLAs), quality standards, and business objectives.
- Handle complex customer inquiries, escalations, and non-standard requests, utilizing strong analytical and problem-solving skills to identify risks, recommend solutions, and drive issues to resolution.
- Coordinate and execute multiple ad hoc projects and business initiatives, collaborating with cross-functional teams including Sales, Project Management, Compliance, Billing, Technology, and Account Management teams.
- Perform Quality Assurance (QA) reviews of member codes, onboarding activities, and operational transactions to ensure accuracy, compliance, and adherence to established procedures and quality standards.
- Conduct process, system, and operational training for new hires and team members, while maintaining process documentation, training materials, and standard operating procedures.
- Provide leadership and operational support to the team in the absence of the manager, including workload management, queue oversight, escalation handling, stakeholder communication, and ensuring business continuity.
- Identify, recommend, and implement process enhancement opportunities by analyzing operational trends, addressing process gaps, improving efficiencies, reducing manual effort, and enhancing the customer experience.
- Act as a subject matter expert for the Canada Enablement Team, providing guidance, knowledge sharing, coaching, and support while fostering collaboration, operational excellence, and continuous improvement across the team.
Required Knowledge And Experiences
- 6 + years of experience in a customer service and/or operations environment.
- Financial Services or Banking industry experience, preferred.
- Strong proficiency in Microsoft Office Applications and operational systems such as Salesforce.
- Experience in analyzing data, data research, and handling unique and complex customer situations.
- Experience achieving SLA requirements with respect to 100% quality and production.
- Advanced knowledge of customer onboarding, implementation, and operational support processes.
- Experience performing quality reviews and identifying process improvement opportunities.
- Experience managing multiple priorities, projects, and competing deadlines.
- Strong analytical, problem-solving, and decision-making capabilities, with the ability to determine when to escalate issues.
- Excellent organizational skills with the ability to maintain focus, flexibility, and strong attention to detail.
- Strong stakeholder management and communication skills with the ability to lead discussions and meetings.
- Ability to work independently with minimal supervision while exercising sound judgment.
- Ability to influence and collaborate effectively across multiple teams and organizational levels.
- French fluency, an asset.
The expected pay range for this position is $55,000 - $69,000 annually. The pay information provided for this position reflects a reasonable estimate of the range of expected compensation for this job. At TransUnion, actual compensation is based on careful consideration of many 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. In addition, variable compensation is based on applicable company guidance and plan documents as well as performance.
This job posting is for an existing vacancy. The opening is to backfill a previously held position.
Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion's Internal Job Title:
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