Disputes Team Leader - Remote

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Team Overview

We are looking for a driven and people-focused Team Leader to guide and support a high-performing customer service team. This role is responsible for ensuring exceptional service delivery, developing team members, and driving operational excellence. The team lead would also ensure the consistent delivery of exceptional service and adherence to regulatory and company standards.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

Role Overview And Core Responsibilities

The Team Lead plays a pivotal role in supporting the team and the UK Consumer base, combining strategic oversight with hands-on expertise to ensure that we are providing an effortless, high quality and timely service to the consumers.

Your duties will include managing and guiding a team of agents, implementing strategies to improve productivity and performance, and setting and achieving performance goals. The ideal candidate is a leader who can effectively manage teams remotely, has a strong understanding of customer service best practices, and has excellent interpersonal and communication skills.

This role requires a nuanced understanding of both the big-picture goals of the organization and the day-to-day challenges faced by the team.

Responsibilities:

• Team Management: Oversee daily operations, allocate tasks efficiently, and ensure deadlines are met while maintaining adherence to quality standards. 
• Mentorship and Coaching: Provide guidance, feedback, and professional development opportunities to team members, including junior leaders. 
• Strategic Planning: Develop and implement plans to achieve team objectives, set clear goals, and monitor performance metrics to identify areas for improvement.
• Operational Oversight: Coordinate workflows, implement process improvements, and enforce operational policies and procedures. 
• Conflict Resolution: Address escalated issues, mediate disputes, and foster a positive, collaborative team environment.
• Stakeholder Communication: Act as a liaison between the team and higher management, ensuring alignment with organizational goals and facilitating cross-functional collaboration.
• Performance Evaluation: Conduct regular team meetings, performance reviews, and provide actionable feedback to enhance productivity and engagement. 
• Team Building: Organize activities to enhance cohesion and morale, ensuring a collaborative team dynamic. 
• Career Development: Senior Team Leaders often mentor junior leaders and contribute to succession planning within the organization.
• Relationship Management: Building relationships within the greater Credit teams, Front Office, Legal, and other teams.
• Escalation and complaint Management: Manages Customer & Consumer expectations & escalations with confidence, ensuring that requirements are understood and delivered within agreed timescales.
• Recruiting New hires - Recruit, train, and provide continuous coaching for contact center staff.
• Quality Assurance - Work with the Global QA department to ensure consistent and high-quality consumer experience and outcomes.
• Reporting and Analytics - Prepare reports and analyze contact center data to identify trends, improve processes, ensure resources are properly allocated to maximize efficiency and customer satisfaction
• Compliance & Regulatory Requirements- Ensure compliance with company/country policies and procedures, as well as legal regulatory requirements.

Required Knowledge And Experiences

Essential:

• 3-5 years’ experience in managing a team remotely.
• 5-8 years’ experience of working in a management/supervisory position in a services call center.
• 4-5 years solid background in managing back-office functions.
• Excellent leadership and time management skills.
• Excellent written and verbal communication skills.
• Strong planning and organization skills.
• Strong problem solving and decision-making skills.
• Working knowledge of customer service software and CRM tools.
• Excellent excel and presentation skills.
• 3-4 years’ experience in creating reports and analyzing data.

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.

Should you have not heard from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100/100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre for day one.

Please note that being a credit bureau, some positions require a clear credit record.

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. 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 recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence. Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

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.

Should you not hear from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.

Employment with TransUnion GCC Africa requires that you work from a fibre‑ready home environment that supports confidential and comfortable day‑to‑day work. You may be based anywhere in South Africa with fibre connectivity; however, working outside of South Africa is not permitted. A minimum 100/100 Mbps fibre line is required and must be installed or upgraded by day one of employment. As a credit bureau, certain roles also require a clear credit record.

TransUnion Overview:

At TransUnion, our Workforce for Good is built on purpose, impact, and opportunity. We empower our people to grow, innovate, and make a meaningful difference for our communities and customers all while being supported to thrive both professionally and personally. With a strong focus on flexibility, wellbeing, and collaboration, you’ll work with exceptional people across the globe, pioneering products, and cutting‑edge technology that truly matters.

At TransUnion GCC Africa, you’ll join a purpose‑driven organisation that invests in its people through competitive rewards, comprehensive benefits, and meaningful career development. We offer permanent work‑from‑home flexibility, wellbeing support for you and your family, and access to global exposure and accredited learning so you can grow your career while maintaining balance.

TransUnion Job Title

Lead, Consumer Operations Support