Lead : UK Credentialing

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