Product Operations Specialist

Behavioral Competency Requirements

• Job family and level: Client Experience and Customer Service, individual contributor .
• Providing effective service
• Customer Focus: Provides prompt and respectful service. Demonstrates empathy for customers. Takes action to resolve customer problems, regardless of the cause. Handles difficult and high-pressure situations with professionalism.
• Problem Solving: Gathers information needed to understand customers’ problems. Identifies the root causes of customers’ problems. Leverages available data and resources to resolve problems. Escalates customer issues to supervisor or others (experts), if needed.
• Prioritizing and Planning: Uses an orderly and structured approach to work. Prioritizes tasks by considering importance, deadline, and resources. Develops or uses systems to keep track of priorities, pending deadlines, progress to date, commitments, and follow up. Balances new requests with established priorities.
• Supporting others
• Communication: Listens attentively to customers and co-workers. Asks questions to verify own understanding. Explains issues and solutions in a way that is easy to understand. Demonstrates confidence and credibility.
• Building Relationships: Interacts with others in a friendly and polite way. Seeks opportunities to connect with others. Develops relationships with co-workers from other teams and departments. Maintains confidentiality (e.g., customer billing) as needed.
• Teamwork: Offers to help others with their work. Openly shares relevant knowledge, expertise and information. Respects others’ talents, expertise and contributions. Collaborates with others to achieve common goals.
• Achieving results
• Quality Focus: Takes a thorough and detailed approach to work tasks. Checks own work carefully to ensure quality, accuracy and completeness. Configures systems and settings and documents actions accurately. Detects mistakes and inconsistencies as they arise.
• Drive for Results: Works with a sense of urgency to drive tasks through to completion. Maintains a clear focus on what needs to be done to achieve the end goal. Exerts extra effort or time to achieve objectives. Meets service and productivity expectations as outlined in SLAs and/or internal policies.
• Learning Agility: Learns quickly when facing new situations. Applies learnings from one customer/client to a different customer/client. Demonstrates ability to learn new systems, platforms, products, and processes. Identifies and pursues areas for development and training.
• Adaptability: Accepts new tasks, situations, and challenges willingly and positively. Readily adopts change and new ways of doing things. Demonstrates a flexible approach to dealing with others. Manages unexpected issues with ease.