Senior Officer, Member Operations - GBS India

POSITION SUMMARY STATEMENT:

The Senior Officer, Member Operations supports Herbalife’s Vision, Mission, and Values by delivering high‑quality, empathetic, and compliant service to Members, Preferred Customers, and internal stakeholders, while ensuring accuracy, efficiency, and continuous improvement in Member Operations and Records processes. The role includes training new joiners through the buddy system, sharing knowledge and experience with Contingent Workers and Officers, and participating in ad‑hoc projects, events, and UAT activities. The Senior Officer is expected to provide constructive suggestions and feedback to support continuous process improvement. The Senior Officer also assists the Supervisor, Assistant Manager, and Senior Manager with supervision and administrative responsibilities within the Member Operations team. This includes identifying and escalating recurring service issues to enable timely corrective actions and prevent future occurrences. The role serves as the first point of contact for Officers requiring operational guidance and support, and acts as the initial escalation point for Member issues when necessary.

ORGANIZATIONAL RELATIONSHIPS: 

Interacts with inner-departmental colleagues, Members and Customers

DETAILED RESPONSIBILITIES/DUTIES:

1. Proactively identifies issues and opportunities for improvement and is comfortable taking reasonable, informed risks beyond routine responsibilities.
2. Takes a proactive rather than reactive approach, seeking opportunities to support team members and improve outcomes.
3. Provides timely responses to all assigned responsibilities and requests.
4. Actively seeks opportunities to provide feedback, both independently and when requested.
5. Organizes work cooperatively and adapts to changing priorities to meet organizational needs.
6. Applies a systematic and analytical approach to problem‑solving to identify the most effective solutions.
7. Demonstrates competence in handling varied scenarios and applies knowledge and skills effectively.
8. Understand how individual actions and decisions impact the broader business.
9. Use appropriate escalation methods and internal resources to resolve issues and achieve optimal outcomes.
10. Successfully navigates multiple applications, reference tools, and internal knowledge bases.
11. Use internal resources efficiently to support accurate and timely resolution of inquiries.
12. Embrace and accurately promotes company events, promotions, and product campaigns.
13. Responds to Call Center agent and Member needs by being available on the Records Helpdesk skill set.
14. Supports First Call Resolution (FCR) by answering incoming queries from Members and Call Center agents. Provides quick and accurate responses to general Records Helpdesk inquiries.
15. Guides Call Center agents to appropriate links, tools, or Associate websites to enable self‑service and correct resolution.
16. Assist in the preparation of weekly trackers and monthly reports as required. This will be demonstrated by requests being complete and processed on time and by their content being accurate and covering all key information.
17. Ensures all reporting requests are completed on time, with accurate data and comprehensive coverage of key information.
18. Build strong, collaborative relationships with team members.
19. Contributes to a positive, fun, and engaging work environment.
20. Supports team morale through cooperation, knowledge sharing, and a positive attitude.

 Skills/Education/Experience:

•           3 – 5 years of customer services & back-office handling experience

•           Strong customer quality and results orientation skills

•           Excellent verbal, written and comprehensive skills.

•           Ability to adapt and learn new systems/technologies.

•           Ability to function as an individual and a team member.

•           Proficiency in MS Office Suite (Excel, Word and Outlook)

•           Ability to type 40 wpm.

•           Ability to organize workload for effective implementation.

•           Should provide good customer service experience.

•           Ability to interact effectively at all levels with sensitivity to cultural diversity.

•           Ability to adapt as the external environment and organization evolves.

•           Strong phone and verbal communication skills along with active listening

•           Identifying customers’ needs, clarifying information, researching every issue and providing solutions.

•           Build sustainable relationships and engage customers by taking the extra mile.

•           Customer-oriented attitude with professionalism

•           Excellent communication and listening skills with good command over the English language