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TransUnion · 2 days ago

Credentialing Manager

Chicago, IL

Full-time

Hybrid

Senior Level

$107K/yr - $160K/yr

7+ years exp

TransUnion is a company that values professional development and teamwork. They are seeking a Credentialing Manager to lead the Credentialing and Onboarding group, manage operations, and drive improvements through metrics and compliance adherence.

Credit BureauFinancial ServicesInformation TechnologyLegal

Responsibilities

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

Qualification

Operations managementKPI establishmentLeadershipProcess improvementTraining experienceTeam buildingCustomer satisfaction analysis

Required

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