Job Description

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Team Overview

The Senior Operations Analyst is a key operational excellence and business improvement resource responsible for driving process efficiency, regulatory compliance, system optimization, and continuous improvement across TransUnion Africa Operations. The role requires a highly analytical, quality-focused, and detail-oriented professional with strong administrative capabilities and a comprehensive understanding of consumer dispute regulatory requirements across South Africa, Botswana, Eswatini, Namibia, Kenya, Zambia, Rwanda, and Malawi.

The incumbent serves as the operations systems and process subject matter expert (SME), conducting advanced analysis of operational systems, processes, standard operating procedures (SOPs), audit findings, regulatory observations, and business challenges. The role is responsible for proactively evaluating operational effectiveness, identifying process inefficiencies, performing root-cause analysis, and recommending practical solutions that enhance customer, user, and business outcomes.

A key responsibility is the review, development, maintenance, and governance of operational processes and SOPs to ensure alignment with business policies, regulatory obligations, control requirements, and operational standards. The Senior Operations Analyst partners with Operations, Compliance, Risk, Product, Project, and Global Technology teams to translate business requirements into effective process improvements and system enhancements.

The role acts as the first point of investigation for operational system and process-related issues, conducting analysis and defining business requirements before engaging technical teams for development and implementation. The incumbent also leads user acceptance testing (UAT) activities, develops test scenarios and business test cases, and ensures operational readiness for system and process changes.

Additionally, the Senior Operations Analyst is expected to leverage data analytics, Artificial Intelligence (AI), automation, and emerging technologies to identify operational improvement opportunities, reduce manual intervention, eliminate bottlenecks, and improve service delivery. Through proactive analysis and stakeholder collaboration, the role contributes significantly to operational excellence, regulatory compliance, risk mitigation, and digital transformation initiatives across the Africa region.

Reporting to Sr Advisor Customer Support QA This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview And Core Responsibilities

• Operational analysis and continuous improvement.
• Conduct advanced analysis of operational processes, systems, controls, audit findings, and regulatory observations to identify improvement opportunities.
• Perform root-cause analysis of operational issues and recommend effective corrective actions.
• Proactively identify process inefficiencies, manual activities, system constraints, and operational bottlenecks affecting customer and business outcomes.
• Drive process optimization initiatives that improve operational efficiency, service quality, customer experience, and productivity.
• Process and SOP Governance
• Review, develop, maintain, and enhance operational processes, SOPs, controls, and supporting documentation.
• Ensure all processes and SOPs align with business policies, operational standards, regulatory requirements, and control frameworks.
• Support process standardization and continuous improvement initiatives across operational functions.
• Systems and Business Requirements Management.
• Act as the Operations Systems and Process SME for business stakeholders.
• Perform first-line investigations and business analysis of system and process issues before engagement with technical teams.
• Gather, document, and manage business requirements, process flows, functional specifications, and operational change requests.
• Collaborate with project and technology teams throughout the solution design, testing, and implementation lifecycle.
• User Acceptance Testing (UAT)
• Lead User Acceptance Testing activities for operational system enhancements and projects.
• Develop business test cases, test scripts, test plans, and acceptance criteria.
• Coordinate test execution, defect management, and business sign-off activities.
• Ensure solutions meet business requirements and operational expectations before implementation.
• Compliance and Audit Support
• Collaborate with the Operations Compliance Specialist to remediate audit findings, compliance observations, and regulatory requirements through process and system enhancements.
• Ensure operational processes support compliance with consumer dispute regulations across all supported TransUnion Africa Operations.
• Assist in evaluating control effectiveness and support ongoing compliance monitoring activities.
• Reporting and Governance
• Track system enhancements, production issues, and defect remediation activities through to closure.
• Prepare and distribute monthly reports on system changes, defect trends, operational improvements, and governance activities.
• Provide management with insights and recommendations based on operational performance and analysis findings.
• Identify opportunities to leverage AI, intelligent automation, and digital technologies to improve operational performance.
• Analyze repetitive, manual, and high-volume processes to determine automation opportunities.
• Support business cases and requirements for technology-driven process improvements.
• Promote innovation and continuous improvement through data-driven insights and technology enablement.

Required Knowledge And Experiences

• Certification in Business Analysis, including experience in business management, information systems, project management and internal audit & risk.
• Lean Six Sigma Green Belt or equivalent process improvement certification
• 3+ years' experience in operational analysis, business analysis, process improvement, or operational excellence environments.
• Proven experience in requirements gathering, SOP development, process optimization, UAT leadership, and systems analysis.
• Experience supporting audit remediation, compliance initiatives, and operational transformation projects.
• Demonstrated ability to leverage data analytics, AI, and automation technologies to improve operational effectiveness and customer outcomes.
• Experience investigating operational system and process issues and translating business requirements into technology solutions.
• Exposure to audit remediation, compliance monitoring, regulatory requirements, or control environments.
• Experience working with cross-functional stakeholders, including Operations, Compliance, Risk, Project, and Technology teams.
• Experience supporting change initiatives and system implementations.
• Understand generally accepted compliance principles and standards.
• Excellent written and verbal communication skills
• Proficiency with office applications, and aptitude for learning new software and systems.
• Intermediate excel skills (advantage)
• Ability to create and present management reports.
• Analytical and problem-solving attitude
• Proactive, organized approach to multitasking
• Strong time management

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.

TransUnion Job Title

Sr Analyst, Data Analysis