DETAILED RESPONSIBILITIES:
The position will supervise the daily transactional and administrative operations of Member Compensation agents providing leadership, operational expertise, and motivation across the team. The MC Supervisor will collaborate building strong internal relations with GBS Member Operations Transaction Management and interact frequently with GBS Service Management Framework as well with internal/external customer (Region, Countries and Corporate).
The GBS model foundation is based on operational efficiency, scalability, quality, controls, risk mitigation and continuous process improvement, its pivotal for the position works towards these standards. The MC Supervisor will monitor metrics/KPIs driven collaborating with the fulfillment of the Service Partnership Agreements pursuing the cost per transaction reduction using continuous improvement, automation, and global standardization of the end-to-end processes.
The supervisor in conjunction with MC Management and Member Operations Transactional Management will continue assess for re-skilling and/or upskilling opportunities.
Accountable for strategies focused on the enhancement of the GBS organization capacity through technology and innovation
POSITION SUMMARY:
- Work Closely and establish strong business partnership relations with Member Operations GBS Services Management Framework Team ensuring SPA`s execution and commitment
- Ensures the earnings adjustments procedures are balanced between compliance with Herbalife policies and guidelines, but flexible to the needs of the Members
- In coordination with Management, Workforce assessment and prioritize workload, monitor performance and departmental metrics
- Ensure Information Request has appropriate approval signature, and supporting documentation when applicable to validate adjustment
- Ensures the Earnings Adjustments procedures are balanced between compliance with Herbalife policies and guidelines, but flexible to the needs of the Members
- Always welcome ideas, foster innovation and change management culture
- Conduct meetings with staff to provide mentorship, direction and constructive feedback as it relates to job functions
- Schedule regular staff meetings to share information
- Ensures adequate training programs including upskilling and re-skilling of the staff accommodating the updated GBS operation model requests
- Liaise with the regional customer facing functions regarding performance levels and future service delivery opportunities
- Prepare performance appraisal of all direct reports when needed
- Collaborates on the succession planning and talent review programs
- Facilitate promotion of Member Operations transactional global process standards with transparent, approved local variances where necessary for regulatory or business operational reasons
- Delegate tasks effectively to develop others and prepare for future leadership assignments
- Keep abreast of changes and updates to the Marketing Plan WW that impact Member Compensation
Skills:
Required
- Strong verbal/written Bi-lingual English/Spanish communication
- Problem solving and troubleshooting skills
- Proficiency in Microsoft Office applications
Preferred
- Experience with continuous improvement, Sales Force and RPA (Robot Process Automation) technologies.
Experience:
Required
- 2-4 years of experience working in a leadership role
- Knowledge of the Herbalife Marketing Plan
- Experience working in customer service
- Bachelor Degree
Education:
Preferred
- Financial Background
- Knowledge of the Herbalife Marketing Plan
- Experience in Global Business Services environments
