Team Overview
This senior leadership role oversees the credentialing, re-credentialing, onboarding, enablement, and account-maintenance functions that support U.S. and Canadian B2B customers accessing core credit products. The leader will manage a global organization through other people leaders, balance speed-to-revenue with regulatory and control requirements, and partner across Sales, Compliance, Legal, Support, and Operations to improve processes, tools, productivity, and customer onboarding outcomes. This role reports to the SVP of Customer Support Operations.
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
•Lead the end-to-end credentialing, re-credentialing, onboarding, product enablement, data stewardship, and account-maintenance functions supporting core credit customers.
•Direct a global organization of approximately 40–50 associates through roughly seven direct reports, including people leaders and specialized individual contributors; coach leaders, strengthen bench capability, and address succession or backfill needs.
•Drive faster, compliant customer onboarding by identifying barriers, coordinating resolution across teams, and balancing speed-to-revenue with regulatory and operational-control requirements.
•Review productivity, performance, service, and operational reporting on a recurring basis; use results to ensure frontline teams meet established expectations and to identify opportunities for improvement.
•Own the design and effectiveness of onboarding processes and controls, ensuring product setup is accurate, responsibilities are clearly defined, controls are monitored, and material process gaps or leakage are addressed.
•Partner regularly with Sales, Compliance, Legal, Support, and operations and technology teams to manage business-as-usual delivery, resolve onboarding issues, and improve the customer journey.
•Lead business-process improvement efforts by documenting and refining workflows and evaluating how systems, tools, and technology can improve efficiency, accuracy, scalability, and operational execution.
•Communicate process and policy changes to Sales leaders and educate sellers on the requirements and actions needed to move customers successfully through onboarding.
•Navigate a highly regulated data environment involving customer eligibility, permitted use, product access, and related requirements; direct FCRA, GLBA, or DPPA experience is preferred, while strong audit, risk, compliance, or controls experience may provide a transferable foundation.
•Represent the organization with VPs, SVPs, prospective customers, and existing customers, requiring strong written and verbal communication and the ability to translate complex operational and regulatory requirements into clear business guidance.
Required Knowledge and Experiences
•Ten (10+) plus years' experience managing people with a demonstrated record of accomplishment of leading an operations team where adherence to corporate compliance is a priority. Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management.
•Bachelor's Degree required.
•Proven ability to manage an operations team with minimal supervision. This includes, but not limited to, assessing, making recommendations and implementing best-in-class processes.
•Proven skills in training and team building.
•Experience with using metrics to run a team including establishing KPI's and managing to those KPI's, including forecasting work load and capacity.
Preferred Skills
•Experience in a fast paced, high transaction volume environment preferred.
•Experience in offshore team management preferred.
•Lean Six Sigma Foundational Concepts Experience a plus.
Benefits
For Your Health: Day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage available on select plans. Tax-advantaged HSA and FSA accounts.
For Your Protection: Company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, short- and long-term disability. Optional legal plan, pet insurance, and travel accident coverage.
For Your Family: Adoption assistance and fertility planning coverage, caregiver support, Dependent Care FSA with possibility of an employer match, complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
For Your Future: 401(k) with employer match and Employee Stock Purchase Plan (ESPP), financial wellness resources, career coaching, and optional long-term care insurance.
For You: Tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events.
For Your Wellness: 24/7 access to professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources supporting physical, mental, social, and financial wellness.
Compensation
The U.S. base salary range for this position is $126,700.00 - $190,000.00 annually. Actual compensation is based on careful consideration of additional 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. Regular, full-time non-sales positions may be eligible to participate in TransUnion's annual bonus plan. Certain positions may also be eligible for long-term incentives and other payments based on applicable company guidance and plan documents.
Immigration
TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.
