Director Data Operations

hace 2 semanas

Bogotá, Bogotá D.E., Colombia TransUnion A tiempo completo
TransUnion's Job Applicant Privacy Notice

What We'll Bring:

Job Description:

What You'll Bring:

Qualifications and Requirements:

  • Bachelor's Degree required in a technical field of study: Computer Science or Engineering, Industrial Engineering, Data Operations or Data Engineering.
  • Minimum of 8+ years of professional experience in data operations, data support, and client delivery.
  • Experience with developing and implementing executivelevel reporting and KPIs
  • Strong asset management background and supporting procedures.
  • Ability to effectively prioritize and execute tasks in a highpressure environment.
  • Driven to collaborate with other areas of the organization to provide exceptional customer service.
  • Experience working in a teamoriented, collaborative environment.
  • Customerfirst attitude and highperformance driven.
  • Strong analytical abilities and professional office experience
  • Positive attitude and a willingness to learn.
  • Great communication skills, both oral and written.
  • Prior experience providing level 1 support.
  • Experience in managing staff required.
  • Process documentation experience
  • Ability to analyze problems and make recommendations that address maintenance requirements, staffing availability, contractual obligations, and company policies and procedures.
  • Proven experience managing Incident, Problem, and Change Management on ITILbased incident management service platforms.
  • Proven success in building and leading service desk teams in an enterprise setting.

Impact You'll Make:

Responsibilities:

  • Develop and Implement Data Operations strategy. You will use internal operations data (customer reports, user path analysis, etc.) to make datadriven decisions and cultivate the Data Operation team's strategy. You will establish department metrics that align with the broad company objectives and goals. You will strive to make your team's work more efficient, process driven, and valuable to people in need.
  • Monitor and support team progress. You are in charge of defining and monitoring essential team metrics. You know where the team stands on their projects and ensure that deadlines are met. You communicate and collaborate with leaders in other departments to eliminate roadblocks and facilitate crossfunctional opportunities. It is critical to ensure that the CDO, SVP of Data Strategy, and other members of the Senior Leadership Team are aware of theData Operations team's escalations, barriers, and successes.
  • Lead and mentor direct reports to build and maintain a cohesive team. Growing people personally and professionally is a top priority. You will lead, develop, motivate, and challenge individuals typically newer to the workforce. You will need to check in regularly through 1:1 and skiplevel meetings to cultivate their development, give regular performance feedback, receive feedback from team members, and remove barriers to allow them to do their best work.
  • Spread the TU goodness: We believe people should be treated with dignity. You will foster a culture on your team that is supportive and welcoming, where everyone feels valued and included, and where people are challenged and encouraged to grow.
  • Serve as the main point of contact for all matters related to Data Capture, Data Operations and Support, Customer Delivery, and Client Feedback Support, including the implementation of a Data Operations Support strategy and initiatives, client and account team escalations, KPI reporting, team member productivity and hours of coverage.
  • Manage and coordinate the processing of incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests.
  • Define internal performance indicators for quality assurance in support of customerfacing performance indicators and present them to management.
  • Accountable for setup, onboarding, and orienting new employees.
  • Proactively manage communications related to Data Capture, End User Support, Customer Delivery, and Client Feedback Support operations, changes, outages, and issues in a timely, professional manner.
  • Regularly communicate service performance levels to key stakeholders.
  • Manage resources to achieve objectives and satisfy client requirements; promote a cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness within the department.
  • Provide direction in complex problemsolving situations and participate in direct interaction with stakeholders as required.
  • Collaborate with Engineering, Data Governance and Product team members to ensure alignment of technology, security, policies, and best practices.
  • Ability to multitask and prioritize your teams' tasks based on Service Level Agreements.
  • Experience troubleshooting data issues related to onboarding, security, governance, quality, and delivery.
  • Review incident tickets for content, proper routing, firstcall resolution, problem detection, and time

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