Vacanct Positions at TransUnion

What you will do:

• Fluent in English and Spanish
• 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

Impact You'll Make:

What you will bring:

• Fluent in English and Spanish
• 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:

• Develop, implement and maintain internal processes and SOX procedures to ensure good corporate governance, SOX and other legislation compliance, i.e. Companies Act, Tax legislations.
•  Identify material risks to the company within these processes and implement risk control measures.
• Consistently monitor procedural activities to be compliant to stipulated processes.
• Liaise with internal and external auditors to ensure TU provides accurate information, evidence and supporting documentation to our audited processes and procedures and ensure deficiencies found are rectified immediately.
• Establish sound relationships with suppliers, professional bodies and internal customers to resolve queries in a professional manner.
• Develop and execute on strategies for completing annual goals and objectives of the department.
• Other related duties as required

Impact You'll Make:

Taxation:

• This will include the administration of tax records in accordance with all legislative requirements
• Be an integral part of the development of a tax strategy for TransUnion Global Capability Centre Africa
• Liaise with management and Corporate office in Chicago on various tax related matters

End to end management of:

• Quarterly income and deferred tax calculations and reporting to Corporate office in Chicago
• Monthly tax computations of current and deferred taxation
• The tax element of audits
• The relationship with South African tax authorities
• External tax reporting (tax returns and submissions)
• Tax payments including provisional, final, top-up’s, penalties, interest
• Secondary taxes (VAT, Dividends tax, WHT)
• Resolving and keeping track of tax queries
• Administration and submission of Local Revenue Authority documents
• Ensure all tax types are paid on time
• Liaise with external Tax Consultants where necessary
• Tax computations for all entities in group for month end, quarterly reporting, forecasts, budget and long term planning reports
• Keep organisation updated on any relevant and applicable changes in tax legislation
• Proactively seek out tax planning opportunities
• Assist and keep track of any statutory related queries until they are resolved
• Other ad hoc duties as required

General ledger management and month end reporting

• Prepare and process all relevant journals with appropriate supporting information
• All accounting entries to correctly reflect IFRS and US GAAP requirements
• Process accurate general ledger postings
• Prepare and manage recurring journals
• Ensure accurate postings of transactions as well as related monthly accruals
• Prepare month end expense variance analysis that is aligned to standard department practices and procedures and manage communication to business in this regard
• Ensure the accounting records correctly reflect the results of business units’ financial position
• Treasury and asset management responsibilities as determined

Reconciliations

• Prepare balance sheet reconciliations in accordance with corporate requirements and in line with Blackline guidance
• Follow up on corrections and clearing of any required balance sheet reconciling items within appropriate timelines
• Maintain on-going reconciliation of IFRS and US GAAP

Statutory and all other reporting requirements

• Comprehensive understanding of IFRS and related accounting principles
• Ensure appropriate document filing and retention is maintained in line with company/statutory requirements
• Preparation of financial statements and all relevant notes in accordance with IFRS
• Manage and support all Audit requirements (Internal & External)
• Prepare and provide support for all regulatory requirements and submissions

SOX, policies and procedures

• Maintain and enforce internal controls as they relate to GL & Accounting processes as well as SOX requirements to ensure good corporate governance
• Identify any control deficiencies and proactively drive root cause analysis and remediation

Ad hoc projects

• Support any required ad-hoc requests and analysis
• Develop solutions to issues and challenges
• Contribute to any specific function projects
• Proactively drive/recommend improvement initiatives within existing role or finance department
• Maximize automation opportunities for day to day activities

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What You'll Bring:

• Write, modify and troubleshoot HTML/CSS/JS code, either from scratch or through adaptation of existing software or framework packages to meet project requirements.
• Ability to test code changes through cross-browser testing to identify and resolve technical issues.
• Understanding of Responsive Web Design and ability to code using responsive frameworks (Bootstrap, Angular.js, etc.)
• Understanding of W3C standards as well as browser-specific bugs and variations, including Chrome, Safari, IE and Mozilla.
• Experience with website performance analytics, SEM, and SEO and confident at learning, testing and adopting new tools.
• Minimum 5+ years hands-on experience with a corporate Web property (Internet, Intranet, Extranet).
• Experience with the information architecture, page design, and usability testing within a web environment.
• Partner with global marketing team stakeholders in identifying strategic solutions to meet their product and campaign needs that align with global website goals.
• Identify opportunities to align global sites to a unified user experience while addressing local marketing needs by region.
• Align with global marketing teams where needed to roll out improvements to page templates, addressing problems on a global scale with an eye toward enterprise solutions given technical opportunities available.
• Collaborate as needed with global technology team to represent user experience perspective in web projects.
• Familiarity with Adobe Experience Manager content management system or similar web CMS and the ability to build experience fragments that can be used across our websites in addition to point solutions.
• Ability to work and thrive in a fast-paced, constantly evolving work environment.
• Bachelor’s degree or equivalent work experience.

Impact You'll Make:

• It is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment.
• You can be based anywhere in South Africa and will not be able to work in a location outside of South Africa.
• A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line in order to work effectively.

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What You'll Bring:

• We’re looking for someone with the mindset of a systems thinker/digital marketer, the pragmatism of a technologist and sensibilities of a developer, with a strong bias for action and results
• 10 years of marketing experience, ideally with a background in Web Development with a professional and personal portfolio of useful and collaborative digital solutions across a variety of media. At least 2 of those years should have leadership responsibilities.
• A real desire to understand and improve the user and prospect experience. A strong critical thinker with a relentless curiosity to listen to and explore new ideas from everywhere
• Great networking and influencing skills are a must, as is excellent agile management skills and relentlessly high standards
• Group management experience to build a group of individual contributors into a team of trusted partners with a consistent eye toward incremental improvement of throughput (operational efficiency).  
• Experience with the information architecture, page design, and usability testing within a web environment.
• Partner with global marketing team stakeholders in identifying strategic solutions to meet their product and campaign needs that align with global website goals.
• Ability to test code changes through cross-browser testing to identify and resolve technical issues.
• Understanding of Responsive Web Design and ability to code using responsive frameworks (Bootstrap, Angular.js, etc.)
• Understanding of W3C standards as well as browser-specific bugs and variations, including Chrome, Safari, IE and Mozilla.
• Experience with website performance analytics, SEM, and SEO and confident at learning, testing and adopting new tools.

We’d love to see:

• Experience with content management systems and content as a service
• Knowledge of mobile first and responsive content strategies
• Personalization, targeting, and A/B test design experience

Impact You'll Make:

• You will analyze the user journey across the digital experience, and leverage these insights to inform tests to iterate upon the current flow, driving improved results
• In collaboration with the B2B & B2C marketing teams, you’ll guide strategy and execution for a production team of developers to improve digital experiences up and down the sales funnel
• You will nurture key relationships with influencers, agency partners, business partners and users to craft compelling experiences and ensure timely delivery to the marketing partners
• You will lead, guide and inspire the creation, curation, publishing, testing and governance of relevant, usable and engaging web experiences for the global TransUnion websites.
• You will partner with UX leads, visual and interactive designers, information architects, developers, agile product teams and the insights team to optimize the webpage elements based on usability, intuitiveness, consistency, business metrics and time to market

Impact You'll Make:

• It is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment.
• You can be based anywhere in South Africa and will not be able to work in a location outside of South Africa.
• A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line in order to work effectively

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The Impact You’ll Make:

• Design Reports: Create comprehensive reports, metrics and dashboards, that provide concise, accurate and timely data-driven insights for stakeholders and contribute to analysis efforts to improve risk management processes and business decisions.
• Solution Ideation: Generate and implement unique solutions to drive data-driven decision-making and business intelligence. Utilize your advanced analytical skills to translate complex data sets into actionable insights that support our strategic objectives.
• Collaborative Approach: Work closely with cross-functional teams, data engineers, program owners and key stakeholders to understand their reporting and analytics requirements, define reporting objectives, translating them into actionable insights and visualizations.
• Data Visualization and Storytelling: Leverage data visualization tools and techniques to create compelling visual representations of complex data to enhance data interpretation. Present findings and insight in a clear and concise manner, enabling stakeholders to understand and act upon the information effectively.
• Data Quality and Integrity: Establish, implement and maintain data quality controls to ensure accuracy, consistency, and reliability of data used in analysis and reporting. Develop reporting and data management initiatives related to data collection, data integrity checks, and cleansing. Identify and address data issues and anomalies to maintain data integrity. Provide guidance and support to junior team members, program owners and key stakeholders in maintaining data quality.
• Documentation: Prepare and maintain comprehensive documentation for reports, dashboards, and data analysis processes. Capture, develop and document data definitions, report requirement, including report specifications, data sources, calculations, filters and visualizations. Conduct regular reviews and audits of documentation to ensure accuracy, completeness and adherence to established standards.
• Continuous Improvement: Proactively identify opportunities for process improvements, automation, and optimization of data analysis and reporting processes. Contribute to the development and implementation of best practices and standardized reporting methodologies.
• Stakeholders Support: Provide ongoing support, guidance and advise to stakeholders in utilizing the reporting and analytics capabilities of the GRC platform and other tools/solutions managed by the team.
• Stay Up-to-Date with industry trends and technologies in data analysis and reporting to ensure activities align with relevant standards, requirements and best practices.

What You’ll Bring:

• Bachelor's degree in Statistics, Mathematics, Data Science, Computer Science, Business Analytics, Economics, or related field. Advance degree preferred.
• 5+ years of experience in data analysis role, preferably in a consulting capacity with GRC platforms or related risk and compliance management systems.
• Experience developing reports, metrics and dashboards within SaaS platforms (Onspring, SAI360 (Compliance 360), Archer, Salesforce.com, Cornerstone, GRC, LMS, CRM or similar) to support compliance, risk management, and similar programs.
• Proven experience in the design and execution of analytical projects and initiatives.
• Experience in developing and implementing data management and governance practices.
• Experience with data and system integrations, system migration, advanced reporting.
• Strong proficiency in extracting and manipulating data from SaaS platforms and other disparate tools for comprehensive analysis and reporting is essential.
• Strong proficiency in SQL, Python, R, or other data analysis tool.
• Strong proficiency of data visualization tools such as Microsoft BI, Tableau and similar.
• Strong analytics and problem-solving skills, with the ability to translate complex data into actional insights.
• Excellent attention to detail and accuracy in data analysis and reporting.
• Excellent skills in statistical methodologies and data analysis techniques.
• Strong communication skills, with the ability to effectively present findings and recommendations to program owners and key stakeholders.
• Ability to work independently, with guidance in only complex situations, and may lead projects of their own.
• Strong organizational and time management skills, with the ability to prioritize their work priorities and manage multiple projects simultaneously.

We’d Love to See:

• Relevant certification in data analysis or related field, (e.g., INFORMS Certified Analytics Professional (CAP), Microsoft Certified Data Analyst Associate, Certified Data Management Professional, Tableau Desktop Qualified Associate) is a plus.
• Practical knowledge of data modeling and data warehouse concepts.
• Practical knowledge of Governance, Risk, Compliance (GRC) processes and principles.
• Practical knowledge of GRC frameworks and regulatory standards such as ISO 27001, NIST, and GDPR.
• Practical knowledge of Agile development methodologies.

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Job Description:

• 2+ years leading consumer insights or research programs, ideally using agile methodology 
• 5+ years of program or project management experience
• Plus 5-7 years business and/or CX experience
• Successful candidates will have good operational discipline, and technical and analytical prowess, be able to juggle multiple priorities, and be comfortable with ambiguity in solving previously unseen problems.
• You have a passion for perfecting the end-to-end experience and for providing needed market and consumer understanding. Plus, you have natural curiosity, perseverance and conscientiousness.
• You must be a strong people manager who is comfortable developing strategies for success whilst simultaneously driving operational improvement. You are willing to roll up your sleeves, dig in and get the job done.
• Experience leading and successfully delivering SaaS projects, and a demonstrated ability to collaborate and influence without authority across multiple functions and levels of an organization, including technical and non-technical stakeholders.
• Track record of attracting, retaining and building diverse, remote teams
• Significant experience managing complex business and/or transactional customer experience programs
• Certification and/or experience with Qualtrics, Medallia preferred
• SalesForce, Workday and other operational system integration experience would be ideal.

Impact You’ll Make:

• You will prioritize, manage and track the diverse portfolio of insight projects that contribute to strategic initiatives across the global enterprise. You will partner closely with the Insights Consultants, Business Stakeholders and Vendors to ensure all deliverables are timely, relevant and actionable. 
• You will lead a virtual team of high-performing analysts, survey designers, data visualizers, and platform administration to provide day-to-day insights operations. You will continuously contribute to value creation through innovative processes, tools and policies, and will focus on improving team effectiveness enabling efficient scaling of operations as the portfolio continues to grow
• You will manage the insights technology stack and its integration with key operational platforms such as Salesforce and Workday to ensure a holistic view of the customer across time, touch-points and journeys. You will partner with vendors to ensure reliable, robust sample response, and will ensure research can be conducted across multiple-channels relevant to the target audience.
• You will match operational and experience datasets to enable deeper understanding and will provide distributed, real-time delivery of insights to stakeholders. You will develop governance processes around access, security, privacy, frequency, survey design and more and will ensure global compliance

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What we’ll bring: 

• A work environment that encourages collaboration and innovation.
• We consistently explore new technologies and tools to be agile.
• Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.
• Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.

Impact you will make:

• You will play a key role in managing the Marketing Operations within TransUnion.
• You will evangelize Agile principles and values, embodying the role of strategic project manager supporting our Marketing portfolio and enabling the consistent, quality delivery of business value and agility.
• You will lead key ceremonies (such Stand-ups, Planning, Refinement, Retrospectives) and will help coach cross-functional teams to be engaged in self-organizing practices.
• You will also facilitate the intake process to ensure projects are appropriately briefed, defined and discussed among lean portfolio leadership.
• You are the team’s marketing operations expert and proactively identify and clear blockers, mitigating areas of risk and enabling solutions.
• You will partner with team members to support effective decision making and champion feedback cycles that allow the team to learn from data and drive continuous improved operational process, standardization and workflow improvements that set teams up for long-term success.
• You will proactively report to management and partners across teams on metrics, continuous improvement opportunities, and any possible program roadblocks/obstacles.

What you’ll bring: 

• Strong capacity for leading change and providing creative solutions within a results-driven, highly ambiguous and dynamic matrixed working environment
• Advanced understanding of both Agile (Kanban, Scrum, hybrid) and Waterfall principles and values and can apply them at scale
• Ability to manage multiple cross-functional marketing delivery teams simultaneously, while supporting coverage for our US-based teams through the hours of 8:00 AM to 4:00 PM CST
• Ability to work independently with guidance in only the most complex situations
• Demonstrates business acumen in being able to identify and collaboratively solve complex cultural or process related impediments within teams and external to teams.
• Ability to influence others through the use of persuasive arguments based on data, logic and fact coupled with the ability to anticipate and respond to the needs and concerns of others
• Being able to recognize the impact of team culture and ability to collaboratively incorporate changes effectively
• Strong ability to communicate with tact, skilled at fostering trust and respect, communication clarity of purpose.  Is able to listen to and empathize with others
• You have the courage and tenacity to ask questions, synthesize critical information, productively facilitate meetings with teams, influence stakeholders, manage value stream expectations, action ideas, as well as track and report on feature and Initiative deliverables
• Knows when and how to employ a variety of facilitation techniques to drive consensus for actionable meetings/events to outcomes
• Ability to prepare and present relevant information to senior leadership and executive business partners
• Demonstrated experience influencing people beyond the immediate kanban/scrum delivery teams like marketing leaders and program managers, domain leads/SMEs, product management, managers and coach and mentor team members, including PO's, on their teams
• At least 5-7 years of experience working in an Agile (Kanban, Scrum, hybrid) environment, as a Project Manager, Scrum/Kanban Master and/or Agile Coach – ideally supporting Marketing initiatives globally
• Agile Certifications
• Adept in using a wide variety of operational software and tools (i.e. Workfront, Microsoft Teams & Excel, Jira, etc.)
• A bachelor's degree or equivalent experience is required

We’d love to see:

• Demonstrated track record of managing large and complex marketing operations workflows and customer journey engagement; including the common roadblocks and challenges teams encounter
• Ability to speak in front of large audiences and facilitate large, multi-day ceremonies
• PMP Certifications

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What You'll Bring:

• Customer Support Representative to assist our customers with technical problems when using our products and services.
• Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.
• To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.
• You should also be familiar with help desk software. 1-3 Years experience required.

Impact You'll Make:

• Respond to customer queries in a timely and accurate way, via phone or email
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities

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What You'll Bring:

How You’ll Contribute 

• Develops sales strategies to grow revenue from existing and new sales opportunities. The role is predominantly focused on driving net new revenue.
• As the primary client contact, with strong expertise in identifying CBIs, you will work with clients to understand CBI's and position TU as partner to jointly solve problems.
• Facilitate ideation and white boarding sessions with clients to optimize share shift opportunities.
• Maintains an agile market and competitor awareness to identify opportunities and maximize penetration in markets held by the competition and foster partnerships with new and existing customers
• Research the clients’ business, financials and market to identify and capitalise on net new revenue opportunities. Engages in dialogue with clients sharing newsworthy insights and articulate customer value drivers in light of our value proposition.
• Become a subject matter expert in TU Africa solutions & products.
• Interacts across all levels in the client organization.
• Understands TU's workflow and value chain in order to build successful internal relationships to aid client delivery.
• Maintain knowledge of current industry trends and business needs to proactively work with clients to identify and understand CBI's. Understand competitive landscape and offerings to differentiate the value of TU's solutions.
• Consistently shares newsworthy insights about the market, educating clients on new issues and outcomes.
• Understands TU workflow and value chain, understand internal client delivery processes in order to ensure client satisfaction.
• Work closely with Product, Analytics, Sales and other departments to influence product strategy and roadmap to best support client account initiatives.
• Maintains all customer records in Salesforce CRM database.
• Develops and manages a 30 day forecast and 60-90-120 day pipeline within CRM.
• Provides weekly and monthly forecasts to management.
• Performs other duties as assigned.

What You’ll Bring

• Degree or Diploma will proven solution selling experience within the financial sector.
•  4-5 years of progressive experience in a consultative selling context and business development.
• Demonstrated sales experience in selling data driven solutions.
• Proven experience in developing and implementing key account plans.
• Eagerness to learn complex solutions to enable successful development of sales opportunities.
• Must be well organized with excellent negotiating skills, combined with superior oral and written communication skills, with a temperament to aggressively represent, persuade others and negotiate in the best interests of the company.
• Ability to manage and prioritize multiple projects with varying due dates and requirements.
• PC literacy – Microsoft – specifically PowerPoint and Excel.
• Team player skills.