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Business Operations Analyst
Gen Digital
posted 1d ago
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Flexible timing
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Job Description
Who A re We
Were more than just a company; were a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender , and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well-being is a top priority. We believe success comes from balance and authenticity. When youre thriving, youre unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impactJoin #TeamGen.
2, How W e W ork
Our hybrid work model ( 2-3 days in the office ) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. A t the same time, it offers flexibility you need to focus and do your best work .
Mission and Goals
The 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 service s while following strict PCI guidelines and meeting established service level agreement . This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold NortonLifeLock s guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge.
This role will process new and existing customer requests that require efficient and precise manual intervention in delivery of services while ensuring member request are well documented and advanced within the performance guidelines.
Objectives
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Manage translation and advancement of incoming member request within strict SLAs.
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Respond in a timely and effective manner to member request/queries in the SFDC tool
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Identify , analyze, and interpret trends or patterns in complex data sets
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Display ability to perform in a consistent, reliable, dependable, and responsive manner with minimal supervision
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Able to identify and report patters in system and process deviations to management
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Remain updated with changing products, services, and marketing promotions
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Display adaptability to programs and policies
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Display sound problem-solving and deductive reasoning skills
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Display analytical thinking, organizational skills, and multi-tasking capabilities
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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. We also expect you to show the highest commitment to our customers and the Norton LifeLock brand.
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You will 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.
Competencies
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Self-directed and self-motivated - able to work independently on a variety of tasks.
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Must be well organized and able to effectively manage own time
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Must possess excellent communication skills, including verbal, written, interpersonal and coaching
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Ability and desire to multitask and function in a fast-paced support environment
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Demonstrated ability to think critically and analyze and interpret data independently
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Sense of urgency in performance of duties
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Interpersonal skills that promote a collaborative and productive.
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Effective and efficient written and oral communication skills.
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Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.
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Ability to follow and abide by all information and security policies and practices.
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High School Diploma, bachelor s degree preferred
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Min. 1 - 2 years Customer Service experience
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Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint , Salesforce CRM or similar preferred
Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.
We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency .
Gen complies with all anti-discrimination laws.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
Employment Type: Full Time, Permanent
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