Credentialing Manager

What We're Looking For

At Trans Union, 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.

• 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 workload and capacity

• Develop and implement Credentialing and Onboarding policies, processes, and procedures for the management and support of prospects and customers
• Manage the on‑going operations of the department in compliance with all applicable state, federal laws and regulations. Ensure 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 Trans Union’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 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 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 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 stakeholders’ 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…