Sr. Director, Consumer Servicing Operations

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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.
Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

What You'll Bring:

• 15+ years of progressive leadership experience in contact center, customer operations, or service delivery across multiple countries (e.g. India, South Africa, etc).
• Large/Globally distributed team management experience.
• Ability to drive engagement, performance and meet critical KPIs and service standards.
• Strong experience with multiple contact center technologies (Amazon Connect, Live Person, etc).
• Strong background in workforce economics, demand planning, and productivity optimization.
• Experience working with and implementing modern automation solutions (conversational and generative AI), process/intelligent automation, etc.
• Experience planning and leading ops and/tech transformation initiatives across a distributed team delivering tangible business impact.
• Experience leading hybrid, offshore, or outsourced delivery models.
• Bilingual in English and French, an asset.

Impact You'll Make:

The Sr. Director of Consumer Servicing Operations is responsible for overseeing all aspects of consumer servicing operations, including phone, email, chat/messaging, and data operations. This role leads a distributed team of (150-200) agents to ensure exceptional customer experiences across channels. In addition, partners to monitor and ensure the resolution of escalations and Tier 2 complaints for the market.   Collaborates with key stakeholders (Technology, Compliance, Legal, etc) and regional leadership on all aspects of consumer servicing in the region. The ideal candidate is a seasoned operator - skilled at balancing operational effectiveness and client experience and strong partner and collaborator. In addition, a leader of multi-discipline teams with deep expertise in process optimization, people leadership & development, and contact center technologies such as Amazon Connect, LivePerson, and Salesforce. 

Key Accountabilities:

• Lead and oversee daily operations across multi-channel consumer contact centers (phone, email, chat, data operations) to ensure seamless service delivery and operational efficiency. 
• Direct and lead a global, distributed operational footprint ensuring 24/7 service excellence (across both vendor and employee sites).
• Own the strategic delivery model for Canada working with CS Capacity planning and Ops leadership.
• Establish and manage to operational KPIs, service levels, and quality standards to deliver best‑in‑class customer experiences. 
• Drive compliance with Canadian and global standards; risk management, regulatory compliance, and audit readiness.
• Drive process optimization, operational rigor, and continuous improvement across the regional operation - this includes initiatives to reduce defects causing consumer contacts, agent efficiency improvements, self service, etc.
• Promote a high performance culture and coach teams to embrace innovation and service excellence.
• Work collaboratively with Care & Servicing CoE to ensure ROI on vendor service contracts, investment decisions, technology road map, etc.
• Own and lead the technology transformation roadmap for Canada Consumer Servicing - implementation of the new Global Disputes Platform & Global Service Platform on Salesforce.
• Own the Canada Consumer ops budgetary planning and execution working with Care & Servicing Capacity planning and WFM team, Canada finance and Global Ops finance.
• Partner with Head of Commercial Services Operations to ensure Canada Breach Servicing and other direct revenue related servicing areas deliver to plan.
• Collaborate to ensure that breach servicing capabilities evolve to meet Canada business requirements.
• Represent Consumer Servicing (and CS overall) in the Canada Operations Management committee & Canada regional leadership group in planning and prioritization initiatives.

The expected pay range for this position is $174,000 - $230,000 annually. The pay information provided for this position reflects a reasonable estimate of the range of expected compensation for this job. At TransUnion, actual compensation is based on careful consideration of many 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. In addition, variable compensation is based on applicable company guidance and plan documents as well as performance.

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.

This job posting is for an existing vacancy. The opening is the result of a newly created position.

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

TransUnion's Internal Job Title:

Sr Director, Consumer Operations Support