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Team Overview

Role Overview And Core Responsibilities

This position provides in-market operations and IT leadership for TransUnion Rwanda, ensuring reliable service delivery, effective data management, compliance execution, and alignment with TransUnion Africa’s technology strategy. The Lead works closely with Centres of Excellence, business functions, support teams, clients, suppliers, associations, and regulators to coordinate delivery of works closely with information technology and data services within Rwanda. The role serves as the in-market ambassador for regional and shared-service teams by providing oversight, escalation, stakeholder engagement, and support for technology and data initiatives. The position is also accountable for maintaining industry relationships, supporting compliance obligations, and ensuring agreed internal, client, and industry requirements are executed effectively.

Key Accountabilities

Operations, Technology Management, and Compliance

• Oversee day-to-day operational requirements to ensure TransUnion Rwanda meets internal, client, association, and legislative expectations for information technology, data collection, receipt, testing, updating, and issue resolution.
• Drive continuous improvement across Rwanda’s information technology and customer operations to improve efficiency, quality, control, and service reliability.
• Monitor operational costs and manage expenses in line with approved budgets, business priorities, and value-delivery expectations.
• Plan and coordinate deliverables aligned to business strategy, assessing impacts of technology initiatives, data usage, and project execution across TransUnion Rwanda.
• Represent TransUnion Rwanda in relevant industry workstreams on bureau, compliance, and data matters, ensuring agreed obligations and decisions are translated into actionable delivery plans.
• Develop and document processes, controls, and automation requirements that improve data quality, reporting accuracy, operational efficiency, and repeatability.
• Coordinate analysis and communication of data quality corrections, load progress, issues, and required accuracy as clean-up actions with clients, suppliers, associations, internal teams, and legislative bodies as needed.
• Define, monitor, and report proactive SLA measures to reduce compliance risk, prevent and/or client-impacting issues, and support timely escalation.
• Monitor client and supplier interactions to ensure quality input, timely feedback, value-added engagement, and improved delivery of accurate source data.
• Coordinate data remediation, clean-up initiatives, and productionised controls with clients, IT, and relevant support teams to ensure accurate outputs, traceable processes, and sustainable results.
• Support executive decision-making by providing effective input into strategy, budgets, planning, operational impacts, risks, and delivery priorities.

Service Reliability and Technical Support Oversight

• Ensure customer satisfaction by coordinating technical and account support in line with contractual SLAs, with appropriate prioritisation of customer business impact.
• Monitor data communications reliability and ensure proactive engagement with accountable technical teams to reduce customer outages,Provide support to internal teams managing upgrades, and maintain business continuity.
• Ensure support issues are acknowledged, triaged, and communicated clearly, maintaining a professional customer experience throughout problem identification and resolution.
• Facilitate initial triage during outage situations and ensure timely escalation through approved incident and escalation procedures.
• Ensure timely notification to customers and internal management during outage situations, including impact, escalation status, and recovery progress.
• Monitor support ticket performance to ensure internal user issues are addressed within agreed timelines and escalated where resolution ownership sits with specialist teams.
• Maintain oversight of assigned LAN/IWS hardware and software inventory, ensuring asset accuracy, controlled changes, and effective coordination with accountable technology teams.

Success Measures

• Service availability, incident response, and escalation performance are delivered in line with agreed SLAs and business-impact priorities.
• Delivery quality, compliance execution, and remediation activities show measurable improvement through timely reporting, controlled processes, and reduced repeat issues.
• Stakeholder satisfaction is sustained through proactive communication, clear ownership boundaries, and effective coordination with internal teams, clients, suppliers, associations, and regulators.

Stakeholder Engagement

• Act as the in-market coordination point for Rwanda by aligning business needs with regional technology, data, compliance, and operational support teams.
• Maintain effective engagement with clients, suppliers, industry bodies, and regulators to support service delivery, compliance obligations, and issue resolution.
• Provide timely updates to local and regional leadership on operational performance, risks, dependencies, and escalation priorities.

Required Knowledge And Experiences

• A customer centric focus – seeking to understand customer perception and experience of our products and services and how to improve this through consistent use of leading technologies, availability of appropriate information and appropriate internal prioritization and focus.
• Develop an understanding of how business is enabled by technology and the team’s role in enabling TransUnion and our customers.
• A business acumen enabling you to listen, understand and concisely and accurately communicate with both business and customer stakeholders on operational and strategic issues.
• Strong communications skills enabling you to communicate vision and intent with clarity, manage difficult conversations with empathy and firmness, and instruct teams with precision.
• Ability to coordinate technology operations, monitor service availability, reduce outages, and ensure business continuity across Rwanda’s operating environment.
• Ability to translate internal, client, industry, bureau, and legislative requirements into practical controls, delivery actions, and measurable compliance outcomes.
• Ability to drive outcomes through coordination, escalation, and alignment across shared-service and specialist teams without necessarily owning all resources directly.
• Ability to diagnose issues, coordinate resolution, follow through on remediation, and own outcomes across operational, technical, and compliance matters.
• Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.

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.

If you do not hear from TransUnion within three weeks of applying, please consider your application unsuccessful.

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 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.

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