Supervisor, Member Operations - GBS India

Overview:

COMPANY OVERVIEW:

Herbalife is a global company that has been changing people's lives with great nutrition products and a proven business opportunity for its independent Distributors since 1980. The Company offers high-quality, science-backed products sold in over 90 countries by entrepreneurial distributors who provide one-on-one coaching and a supportive community that inspires their customers to embrace a healthier, more active lifestyle. Through the Company’s global campaign to eradicate hunger, Herbalife is also committed to bringing nutrition and education to communities around the world.

POSITION SUMMARY STATEMENT

The Supervisor Member Operations will manage and deliver transactional and administrative services for Records Management, Order Support, and Refunds and repurchases to Distributors, Preferred Members, and Retail Customers.

The Supervisor will have direct reports from the transactional Senior Manager for each business function (Records, Order Support/After sales, Refunds & Repurchase), ensuring the service delivery to Distributors, PMs/PCs, Internal Customers as (not restricted) corporate legacy teams, and regional management.

The positions are accountable leadership, operational expertise, and motivation across a team of Member Operations professionals focused on operational efficiency, scalability, quality, controls, risk mitigation, and continuous process improvement.

The Member Operations Transactional Supervisor will be a key participant in the recruitment, development, and leadership of the regional Member Operations transactional delivery teams. This team will be responsible for the output, timeliness, quality, and efficiency of all Member Operations transactional services provided by the global business services center primarily to the distributors and preferred members of Herbalife, but also to Suppliers, Employees, Senior Management, Regulatory Bodies, etc. as appropriate.

He/She will drive these efforts by establishing collaborative partnerships with internal Herbalife Customers, Member Operations colleagues, and the Engagement Center Teams to evolve the current delivery model. The position will collaborate with the Member Operations Transactional Leadership, supporting the enablement of the Service Management Team to establish a Service Management Framework (SMF), which includes, among other components, the development, implementation, and maintenance of Service Partnership Agreements (SPAs) with internal customers & partners, key performance indicators (KPIs) and metrics across all Member Operations transactional services.

These metrics and KPIs will assist in identifying underlying trends that enable continuous process improvement efforts. As part of ongoing reviews and monitoring of controls, the Supervisor will need to ensure that all systems, processes, and controls are operating correctly to support high levels of customer satisfaction in addition to the optimization, effectiveness, efficiency, and security of Member Operations transactional services.

Supervisor holds first-line accountability for:

Closely collaborate with the Member Relationship Management and GBS Member Services teams to ensure the delivery of aligned services to local Distributors.

Lead the delivery of Member Operations processes within GBS, demonstrating the highest level of accountability and a service-centric approach.

Collaborate and establish strong internal relations with GBS Member Operations Transaction Management across various GBS centers and decentralized locations.

Frequently engage with the GBS Service Management Framework and internal/external customers, including regions, countries, and corporate entities.

Implement a teamwork model that prioritizes operational efficiency, scalability, quality, control, risk reduction, and the continuous improvement of processes.

Taking accountability for strategies to enhance the GBS organization's capacity through technology and innovation.

Lead the hiring and decision-making process, including interviewing potential new staff members.

Take care of activities that support efficiency and effectiveness, including proactive coaching and education in the field of awareness and development. Support company initiatives and strategic goals, always aiming to add value to every interaction.

DETAILED RESPONSIBILITIES/DUTIES:

Work Closely and establish strong business partnership relations with Member Services GBS Services Management Framework Team, ensuring SPA`s execution and commitment.

Ensures that all records procedures and other operational transactions are balanced between compliance with Herbalife policies and guidelines but flexible to the needs of the Distributors.

Facilitate promotion of Member Operations transactional global process standards with transparent, approved local variances where necessary for regulatory or business operational reasons.

In coordination with the Management and Workforce team, assess and prioritize workload and monitor performance and departmental metrics. to provide monthly KPI reports, incoming email trend reports, and records summary to the manager

Monitor all applications/modifications in the system that are processed timely and accurately.

Be a role model for the team.

Encourage employees, improve teamwork, and lead the way to success. Transparency is essential. Keep an open door for employees. Demonstrate qualities like empathy, support, and concern.

Always welcome ideas, foster innovation, and change management culture. Utilize problem-solving skills, creativity, and critical thinking.

Ensures adequate training programs, including upskilling and reskilling of the staff. Collaborates on the succession planning and talent review programs. Be able to develop their new employees based on their strengths.

Delegate tasks effectively, structure the workload to ensure all projects are given the correct amount of priority, and be familiar with all company goals to determine the importance of the assigned tasks. Being able to juggle timelines and meet goals regularly.

Execute all assigned tasks within SLA.

Coordinate all local appeal cases and Prepare documents and become secretariat for local appeal processes i.e, Supervisor requalification appeal, EOM order appeal, order change appeal etc. File delegation, making sure all files are being delegated evenly.

Handle Member complaints (further escalation), provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

Monitor and audit the filing of documentation and meet the records retention requirement. Maintain a proper filing system and ensure the confidentiality of all protected information.

Lead project, UAT, and BRD review as necessary.

Support all other ad hoc duties as assigned by the Manager when required.

Work closely with local Member Relationship Management to get updated info and align the strategies.

Support all other ad hoc duties as assigned by the Manager when required.

SUPERVISORY RESPONSIBILITIES:

Manage and provide leadership to

Member Operation team members

ORGANIZATIONAL RELATIONSHIPS

This position interacts constantly with India Member Services Manager, India Member Services Contact Center Manager, India Business Support, Finance Teams, Royalties, Refunds and Repurchase, GTDS, MPC, Legal, Marketing, Logistics and Regional Sales Managers and Directors as needed.

MINIMUM QUALIFICATIONS:

The following are the minimum qualifications that an individual needs in order to perform the duties and responsibilities of this position successfully.

Flexible, well-organized with excellent time management skills

Effective leadership and analytical skills, including working knowledge of staffing models, scheduling, and telecom opportunities

Strong communication skills to communicate effectively with senior executives and other business units to form strong cross org and cross enterprise-wide relationships

Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations,

Strong negotiation, interpersonal, written and oral communication skills – including statistical report writing,

Computer Skills: Microsoft Outlook and Word with advanced Excel skills.

Travel required

Skills/Education/Experience:

At least 3 to 10 years of experience with 3 to 6 years of supervisory experience, preferably in direct selling or MLM or Customer Service and/or Sales, Marketing environment (eg. Hospitality, courier services, banking, airline)

Preferably a University Graduate or equivalent

Good tri-lingual communication skills in English, and Local language

Must be able to prioritize, handle extensive hands-on work in addition to management duties, and be flexible with responsibilities.

Excellent interpersonal skills, able to work effectively across all levels of the organization.

Must present herself/himself professionally. Must be able to reflect the Herbalife image, our product line, and our business: maintain in good health, vitality, and high energy level.

Ability to work under pressure, meet tight deadlines, while able to adapt as the external environment and organization evolves.

Excellent problem-solving skills. Able to maintain a positive attitude, handle problems in a positive manner and establish rapport with distributors while maintaining professionalism.

Flexibility with long working hours is important ability to work in occasional weekends and holidays.

Must be able to travel internationally as deemed required.

Able to operate well and manage effectively in a matrix organization