Operations Team Lead (Sontiq)

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Team Overview

Sontiq is TransUnion's identity protection and cyber safety business, helping consumers affected by identity theft, fraud, and data breaches protect and restore their identities through expert support and guidance. The team’s Incident Coordinators provide customer care, guidance, and ongoing support within a fast-paced, structured contact center environment, helping TransUnion and Sontiq deliver dependable service when customers need it most. The Operations Team Lead is responsible for leading a team of 12 to 16 Incident Coordinators and maintaining a customer-focused, inclusive, and high-performing environment. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

 

Role Overview And Core Responsibilities

• Lead a team of 12 to 16 Incident Coordinators through daily coaching, clear goal setting, regular feedback, performance reviews, training, and development.
• Establish clear performance expectations and drive sustained results across productivity, efficiency, effectiveness, quality, customer experience, and First Contact Resolution measures.
• Monitor customer service calls, complete Quality Assurance scoring, and provide timely, constructive coaching to support consistent service execution and colleague development.
• Build and maintain colleague engagement and morale by promoting an inclusive team environment, modelling TransUnion’s core values, and demonstrating professionalism in challenging situations.
• Resolve escalated customer matters and use insights from escalations to coach team members and recommend improvements to products, technology, processes, and operating procedures.
• Support daily service delivery by managing a small case portfolio when required, making decisions in critical operational situations, addressing workflow or quality concerns, and identifying service risks.
• Coordinate staffing coverage for unplanned absence, support paid time off planning, and escalate potential service-level or shift-coverage risks to management.
• Complete operational administration, including payroll activities, performance tracking, ad hoc reporting, Jira ticket management, and other required team records.
• Promote compliance with governance requirements, policies, and Standard Operating Procedures, while supporting operational projects and communicating process updates to the team.

 

Required Knowledge And Experiences

• Previous experience leading a team in a fast-paced contact center, with responsibility for coaching, performance management, colleague development, and consistent customer service delivery.
• Demonstrated ability to drive team results across productivity, efficiency, effectiveness, quality, and First Contact Resolution while maintaining a strong customer focus.
• Strong people-management and leadership skills, including the ability to build engagement, establish accountability, provide constructive feedback, and develop team members with different learning needs.
• Effective communication and collaboration skills, with the ability to engage colleagues and stakeholders at different organizational levels and contribute to a cohesive operating environment.
• Sound judgment and personal accountability, with demonstrated ability to manage customer escalations, make critical day-to-day decisions, and balance customer needs with enterprise priorities.
  

Required Technical Skills

• Working knowledge of Jira for reviewing, managing, tracking, and escalating operational report tickets.
• Ability to use contact center call-monitoring and Quality Assurance processes to evaluate customer interactions, complete quality scoring, and provide evidence-based coaching.
• Ability to interpret and track contact center Key Performance Indicators, including productivity, efficiency, effectiveness, quality, and First Contact Resolution.

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:

• Knowledge of identity theft, identity protection, data security incidents, or related customer-support services.
• Experience supporting operational projects and recommending improvements to products, technology, workflows, or customer service processes.
• Experience training colleagues and communicating changes to Standard Operating Procedures.
• Ability to learn new systems quickly and adapt training or coaching approaches to support different learning styles.
• Experience supporting workforce coverage, paid time off planning, payroll administration, and operational reporting.

What’s in it for you?

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days annual leave and bank holidays (increasing with service)
• Global paid wellness days off and a bonus day off to celebrate your birthday
• A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
• Private health care and a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow:

If there’s something on the list of essential or desirable skills that you can’t quite tick off, don’t let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting [email protected].

Interview & Hiring Process:

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview, your recruiter will inform you of this.

We do not accept any unsolicited CV’s from recruitment agencies.  If you are a recruitment agency on our PSL, our talent team will contact you directly should we require any assistance.

Find out more about Life At TU UK:

https://twitter.com/TransUnionUK

https://www.linkedin.com/company/transunion/life/

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion Job Title

Associate Lead, Customer Support Operations