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Bogotá

    Manager I - Bogotá, Colombia - TransUnion LLC

    TransUnion LLC
    TransUnion LLC Bogotá, Colombia

    hace 30 minutos

    Default job background
    De jornada completa
    Descripción

    What We'll Bring:

    At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

    What You'll Bring:

    We are looking for a manager to join our successful Client Services team, you will work with multiple departments across LATAM and have a broad impact on the Customer Services, process management & optimization and compliance as you drive a culture focused on enhancing customer experience through automation and expansion of the digital channels. You will establish and maintain strong working relationship with external and internal customers.

    You will evaluate the Customer Services and environment for opportunities, build out the appropriate team to revamp and automate processes and tools to manage customer operations and meet TransUnion financial objectives efficiently and effectively.

    The role will be based in Bogota and will lead our customer operations in LATAM

    HOW YOU'LL CONTRIBUTE

  • Provide direction, leadership, and development for the department associates.
  • Develop and coach a high functioning support team by leading the timely execution, quality, and accuracy of all work performed by your staff
  • Prepare reviews of department associates by analyzing individuals' monthly records for department standards.
  • Develop business case to automate customer services in LATAM
  • Manage and supervise the contract with various business partners and stakeholder to execute on the automation of customer services (Call Center)
  • Instill change in Contact Center and Vendor Operations environments
  • Supervise the on-going operations of the team according to company policies/procedures and ensures reliable, high quality customer service.
  • Build and drive internal continuous improvement culture through innovation, collaboration, and lean thinking creating organizational buy-in
  • Develops and implements processes & system enhancements to establish and maintain quality standards of existing products and services.
  • Manage workflow to establish schedule, monitor quality, quantity, and general work standards. Consistently makes recommendations for application flow. Fully understands the business requirements of the supported unit and will be required to create business requirements.
  • Provide support, guidance, stronger leadership, and motivation to promote maximum performance. Develop and motivate direct reports to their potential to ensure the highest productivity possible. You will be a cornerstone in creating a supportive and inclusive environment for the team to excel.
  • Review current Contact Center environment to identify opportunities in tools, processes, and talent, to make recommendations towards increased quality and efficiency
  • Research, evaluate, and determine the right level of automation and implement automation options
  • Write operations and workflow management processes and procedures for immediate direct reports and downstream teams
  • Accountable for monthly statistics and planning/forecasting volumes to help achieve both personal and team goals and ensuring departmental and corporate initiatives are being met.
  • Permanent monitoring to achieve the established goals against key performance indicators
  • Serve as the focal point for all Customer Operations communications for LATAM.
  • Attend customer bridge calls, customer facing post-incident meetings, status meeting, customer Quarterly Review Board (QBR), and any/all other incident related calls
  • Subject matter expert on initiatives that impact the business unit by providing expertise in process and system knowledge.
  • Participate in customer and vendor visits and lead system, process and requirements discussions
  • Any additional ad-hoc assignments as directed to meet business need

    • Impact You'll Make:

  • Bachelor's degree in Business management, Engineering, or related field
  • Strong background in leading a call center with emphasis on identifying and managing initiatives.
  • Prior experience in a customer center call center environment (preferably consumer credit reporting) or similar environment in a financial institution.
  • Demonstrated ability to work in a team environment, with strong interpersonal and negotiation skills. Consistent performer utilizing engagement and diplomacy skills to achieve required results.
  • Demonstrated track record operating and managing a metrics based environment
  • Solid knowledge and experience with technology uses, process improvement and process documentation
  • Strong verbal and written communication skills in English.
  • Experience in interacting with and/or managing external customer relationships
  • Ability to foster collaborative relationships in cross-functional teams and work in matrix environment
  • Ability to manage portfolio of concurrent projects delivering business outcomes on-time & on-budget. Key skills include: capacity management, project planning, risk management, outcome focused execution etc.
  • Analytical mind with an ability to quickly dissect information and a desire to understand the root cause of a challenge/problem/opportunity
  • Ability to determine when and how to modify and re-set plans based on newly gained information; ability to iterate through options and set a revised course
  • Results-oriented; passionate about achieving strategic goals in established timeframes leveraging data and metrics to help drive decision making
  • Great project management capabilities and highly organized with attention to detail; comfortable working under deadlines and producing key deliverables.
  • Required working knowledge of software applications such as Microsoft Excel, Word, PowerPoint with exceptional presentation skills.
  • Ability to travel at least 10-15% of the time and perform other duties as assigned.

    • TransUnion Job Title

    Manager I, Customer Experience
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