Responsibilities
- Support all aspects of the global issue management program, including implementation of processes, tools and systems to identify, assess, measure, manage, monitor and report issues.
- Support revision of program documentation such as policies, standards, procedures and guidelines.
- As directed, enhance program processes, systems, tools, templates and job aides.
- Support the development of training materials and assist in training stakeholders on program elements and systems.
- Assist with program initiatives to improve processes and performance and to identify any redundancies, opportunities for consolidations and best practices, balancing multiple competing priorities.
- Work with employees at all levels across the company to support implementation of program activities.
- Provide real time, deskside support and messaging for employees at all levels across the company in use of software for effective application of program assignments.
- Conduct Quality Control (QC) evaluations of Issues, Corrective Actions, and Tasks in accordance with program expectations.
- Support ad hoc projects with oversight from manager.
- Must balance growing workload, competing demands and demonstrate ability to effectively prioritize and execute tasks.
- Support development and distribution of guidance to global partners related to: Using tools and processes that support the program, Performing root cause analysis, Conducting issue investigations, Documenting and communicating results, and Monitoring remediation efforts.
- Prepare summaries and responses to verbal and written questions, user base comments, etc.
- Review and assist in maintenance of detailed procedural documentation and training materials in support of program continuity and growth.
- Support development of and release communications to user base.
- Participate in virtual and in-person meetings with employees at all levels across the company in both large and small group settings.
- Ability to utilize Microsoft Office suite or products effectively and efficiently, including, but not limited to: Word, PowerPoint, Excel, Forms, and Outlook.
- Learn the issue management system at a level to be able to assist others in the software (currently Onspring Issue Management Applications).
- Utilize Onspring for maintenance of Issues, as requested.
- Support large and small group training on basic use of system.
- Assist in activities to enhance current issue management processes with Onspring customizations, with goal of streamlining issue management processes, reporting and improving the user experience.
- Collaborate effectively on issues, program projects, system enhancements and other items with a variety of levels and business units within the TransUnion organization.
- Ensure that knowledge gained from efforts is documented, disseminated and understood.
Requirements
- 2 years of practical experience in general office support activities, customer service, business communications, issue management, and basic analytical tasks.
- Bachelor’s degree or higher.
- Must be detail and deadline oriented; attention to detail, conscientiousness and accuracy are necessary for success in this role and program.
- Demonstrated ability to execute routine work independently and to provide quality deliverables on deadline.
- Demonstrated facilitation skills in both large and small group settings, as well as strong relationship management skills.
- Commitment to personal development, including an ability to learn quickly and adapt to business needs/priorities as needed.
- Must be able to independently perform program’s operational tasks and demonstrate judgement around when to escalate roadblocks and problems.
- Reside in a home that is fibre ready and has space to work comfortably and confidentially on a day-to-day basis.
- A minimum of a 100 Meg Fibre line is required.
- For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.
Work Arrangement
Remote (Worldwide)
Team
Structure: Part of the Enterprise Compliance - Program Management Office.
Additional Information
- Must reside in South Africa with access to fibre internet.
- Home must be fibre ready and have dedicated workspace for confidential work.
- Minimum 100 Meg Fibre internet connection required.
- Position may require occasional in-person attendance at work-related events.
- Some positions require a clear credit record due to TransUnion being a credit bureau.
- Applicants not contacted within 3 weeks should consider their application unsuccessful.
