Latest Vacancies at TransUnion

What you will do:

• Experience as a highly efficient contact center agent in an inbound call center (Outbound and Back office – Advantageous), in order to professionally manage all consumer’s interactions as rostered within required parameters, inclusive of calls, emails and other tasks that will be determined from time to time by the Team manager.
• Ability to learn and maintain a consistently high level of knowledge regarding Transunion’s products, services, systems, processes, policy knowledge and tools and by doing so demonstrate consistent knowledge of these services and processes when performing all voice operations in a professional tone
• Provide an exceptional customer experience to our consumers, by anticipating their needs and proactively championing and resolving their issues, and utilizing all the resource tools available. 
• Resolve all consumer’s queries with willingness, appropriate tone, and language within acceptable time frames per company policies and procedures, where resolution is not immediately possible, ensures follow-up action is taken, and provide feedback to the consumer.
• Where applicable educate customers/consumers on TransUnion products, processes and any applicable regulatory information.
• Accurately and efficiently capture all customer/consumer details and data relevant to the call
• Maintain a solid understanding of US credit/financial principles
• Adheres to established company processes and procedures when responding to support phone calls and resolves customer queries with willingness, appropriate tone and language within acceptable time frames
• Works with QA and team lead to improve individual performance based on feedback and coaching to ensure high quality work is delivered to customers and consumers
• Ability to work according to all individual targets in order to achieve departmental service levels agreements (Eg Adherence to schedules, manages individual performance for aux time usage, quality standards, average handle times, productivity requirements, etc) as well as adherence to company and departmental policies, procedures and compliance.
• Performs other duties as assigned

What you will bring:

• Highest level of formal schooling for the specific region
• 1 – 3 years Customer Service Experience - in a contact centre environment, which includes inbound voice customer care/support (Outbound experience advantageous)
• Excellent written and interpersonal communication skills
• Excellent listening skills and the ability to deal with irate customers regularly
• Ability to work remotely, independently, and have a strong sense of duty.
• A self starter with strong initiative, with the ability to demonstrate a readiness to make decisions, take initiative and originate action
• Demonstrate attention to detail in all work completed
• Collaborates well with others in team oriented environment
• Proactively works to improve knowledge and adherence to company processes and procedures
• Adapts well to change and can adjust priorities as needed

Displays effective time management skills

Highly computer literate

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What You'll Bring:

Overall Responsibility:

• End-to-end responsibility covering product strategy/ innovation, feature requirements and definition, GTM, commercialization, ongoing product health and maintenance; leads cross-functional teams and ensures alignment across all stakeholder groups
• Owns product vision, business prioritization and roadmap; develops business cases and advocates for investment as needed, which includes partnering with Market (revenue) and IT (investment) teams
• Spends time with clients capturing VOC and applying design thinking principles to understand their problems and needs; works with product development teams writing comprehensive product epics and defining solution intent and high-level capabilities
• Participates in Agile ceremonies, influences PI Objectives and Release content via prioritized Features and Enablers. Has scope of authority for setting PI priorities; establishes feature acceptance criteria and jointly accepts as done with Product Owner
• Thought leader and evangelist for both external and internal audiences
• Applies a commercial, user-centric mindset to build robust, market-back GTM strategies that are based on developing targeted needs-based market segments; informs pricing
• Ensures the successful roll-out of new products to Market & Sales teams, supports the development and delivery of comprehensive product training
• Monitors and analyzes product financials, KPIs, customer feedback, and the competitive landscape to identify gaps, weaknesses and opportunities in any part of product delivery
• Manages overall product health including the business prioritization of backlog, ongoing product support and product sunset strategies
• Shares accountability for the overall revenue performance

How you will contribute

• Develop market- back product strategies grounded in understanding of customer needs, current and anticipated market landscape and TU capabilities
• Deliver commercially successful products and solutions that achieve broad adoption within identified segments and that meet/exceed revenue and profitability targets
• Articulate globally connected product strategies
• Increases market perception of TransUnion as a market leader and thought leader by generating and presenting industry and client insights, developing thought leadership and leveraging speaker platforms
• Delivers monthly forecasting reports and dashboards that provide clarity and transparency across KPIs in product, sales, & IT to monitor product adoption and GTM execution 

What you will bring to the role:

• 12+ years of leadership experience in Product Management; demonstrated success launching and driving adoption of new products while leading cross-functional product teams
• Strategic thinker with experience building net-new products as well as adapting existing products to create new/ increased value
• Experience writing, presenting and defending investment/ business cases
• Problem-solving, design-thinking, customer-centric mindset; highly proactive  with a positive “can do” attitude
• Experience developing product roadmaps for data and/or technical solutions in a B2B environment
• Strong communicator, cross functionally and at all levels of the organization with demonstrated ability to create followership
• Relationship-oriented, strong collaborator that is adept at leading through influence; experience thriving in complex, matrix organizations
• Strong people leader with experience managing teams, developing and growing talent
• Experience working across global markets
• Intellectual curiosity and versaitility
• Bachelor’s degree required; MBA or other Master’s degree
• Experience working in Agile development methodologies preferred
• Previous consulting experience preferred