Senior Business Operations Associate - Lifestyle

The Lifestyles Governance and Business Operations team is responsible for leading efforts to shape operational excellence.

We partner with teams across the firm, including other Card and Connected Commerce pillars, functional partners, and stakeholders from legal, risk, controls, and compliance to maintain an effective oversight and controls environment in accordance with the Firms standards.

As a Senior Business Operations Associate within the Lifestyle team, you will be a play a pivotal role in ensuring seamless resolution of customer issues, prioritizing excellent service and swift problem-solving.

The role involves analyzing, managing, and mitigating escalated concerns, often requiring coordination with various departments to ensure timely and effective solutions.

Additionally, providing valuable feedback and recommendations to improve overall operational processes.

You will be empowered to act as the final authority for escalated cases, ensuring customer satisfaction.

Job responsibilities


* Monitor, track, and resolve escalated customer support cases promptly from initial contact through resolution, acting as the primary point of contact for providing clear communication and answers


* Work closely with other groups, such as technology and product teams, to investigate root causes and implement solutions


* Work with vendors and external partners to resolve issues related to loyalty points, redemptions, and program exceptions


* Track, analyze, and report on recurring issues and trends to identify issues and improvement recommendations


* Implement changes to existing processes and develop new strategies to prevent future escalations


* Monitor and ensure compliance with service level agreements to maintain customer satisfaction and company standards


* Participate in initiatives to proactively identify, and mitigate risks, and maintain operational integrity


* Design, develop, and implement AI-driven solutions and automation tools to streamline workflows

Required qualifications, capabilities, and skills


* 4+ years of experience in Business Operations and/or experience in developing and optimizing processes to enhance issue resolution efficiency


* Strong problem-solving and decision-making abilities


* Exceptional communication and conflict-resolution skills


* Analyze data in different ways and highlight the key messages recommended actions and trends


* Manage competing demands under pressure and manage expectations across both Controls and Operations teams


* Work under tight deadlines, and quickly adjust to changing priorities

Preferred qualifications, capabilities, and skills


* Awareness of Agile principles and JIRA/Confluence experience


* Proficiency with project management tools and techniques


* Systematic, organized approach to work

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