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Assoc Business Operations Analyst
3 months ago
Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, Reputation Defender, and CCleaner.
Our combined heritage is rooted in providing safety for the first digital generations.We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come.
We're always looking for smart, fearless, and dedicated people.Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.
When you're a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life.
This includes flexible working options with generous time off and competitive benefits & compensation packages.Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences.
We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join usAbout the roleThe Business Operations Analyst protects the profitability of the organization by providing world-class service support and 100% accuracy in member fulfillment.
This role will consist of customer requests that require manual intervention and delivery of services while following strict PCI guidelines and meeting established service level agreement.
Responsibilities to include processing the removal of member information located within several brokers within the established service level agreement while upholding NortonLifeLock's guiding principles This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold Gen's guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge.
What You Will Do in This RoleManage translation and advancement of incoming member request within strict SLAs.Follow established procedures ensuring accurate account processing for opt-out of member's information from respective data brokers
Respond in a timely and effective manner to member request/queries in the SFDC tool
Identify, analyze, and interpret trends or patterns in complex data brokers opt-out pattern
Display ability to perform in a consistent, reliable, dependable, and responsive manner with minimal supervision
Able to identify and report patters in system and process deviations to management
Remain updated with changing products, services, and marketing promotions
Display adaptability to programs and policies
Display sound problem-solving and deductive reasoning skills
Display analytical thinking, organizational skills, and multi-tasking capabilities
To ensure that you can achieve, you are expected to always be up to date with NortonLifeLock policies and procedures and the functionality of our products.
You may manage or participate in projects where required. Advice on training needs (product-related or otherwise) when necessary. Liaise with other regional departments to respond to queries and work with other company departments to resolve process issues.
What You'll Need to be Successful in this RoleHigh School Diploma, Bachelor's degree preferred
Min. 1 – 2 years Customer Service experience
Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint, Salesforce CRM or similar preferred
Self-directed and self-motivated – able to work independently on a variety of tasks.
Must be well organized and able to effectively manage own time
Must possess excellent communication skills, including verbal, written, interpersonal and coaching
Ability and desire to multitask and function in a fast-paced support environment
Demonstrated ability to think critically and analyze and interpret data independently
Sense of urgency in performance of duties
Interpersonal skills that promote a collaborative and productive.
Effective and efficient written and oral communication skills.
Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.
