Credentialing Manager

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What We'll Bring:

At TransUnion, 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 encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
The Manager for the Credentialing and Onboarding group must have demonstrable leadership skills working with both internal and external business customers. You will work with the Director, Credentialing and Onboarding to identify and track metrics used to communicate the health of overall operations and drive improvements in the area of people, tools, and process.

What You'll Bring:

• 7+ plus years' experience managing people with a demonstrated record of accomplishment of leading an operations team where adherence to corporate compliance is a priority
• 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
• training and team building experience
• Experience with using metrics to run a team including establishing KPI’s and managing to those KPI’s; including forecasting work load and capacity
 

Impact You'll Make:

• Develop and implement Credentialing and Onboarding policies, processes, and procedures for the management and support of prospects and customers
• Manages the on-going operations of the department in compliance to all applicable state, federal laws and regulations. Ensures that company policies and procedures are followed
• Establish and meet agreed levels (SLAs) for response time, issue resolution and request fulfillment while ensuring to adhere to uphold TransUnion’s Risk posture
• Develop procedures that outline how requests are received, tracked, documented, assigned, and managed
• Provide daily, weekly, and monthly reports on key performance metrics related to incidents, problems, and Credentialing/Onboarding requests
• Analyze performance of team activities and documented outcomes, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future quality issues
• Identify, recommend, develop, and implement programs to advance the knowledge of customers and team members, including communication, training, user experience, and knowledge management
• Ensure the Credentialing and Onboarding team delivers high levels of support by providing trends, reports, and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement and report to senior leaders in a monthly executive status presentation
• Create strategies to manage change and enhance stronger collaboration across internal teams
• Maintain departmental schedules, calendars, vacation plans, and training activities to ensure adequate staffing and education to meet customer needs
• Monitor and track employee and team performance and rate that performance against previously established guidelines and provide regular updates to employees and leadership
• Collaborate with other departmental managers to innovate workplace processes and procedures to ensure stakeholder’s needs are met
• Train and develop Team Leads and/or individual contributors on various tools, processes, and skill sets to further/accomplish team goals; provide guidance and feedback to other individual contributors as needed
• Establish and maintain positive and collaborative relationships with internal staff and clients
• Develop and implement annual department goals and strategies, addressing department needs and comparing operations to industry best practices.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

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.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [email protected].

Pay Scale Information :

The U.S. base salary range for this position is $106,700.00 - $160,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, 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, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

 

TransUnion's Internal Job Title:

Manager II, Customer Support Operations

Company:

TransUnion LLC