Position Description

The Business Operations Associate will be responsible for assessing data and processing cases for end users to a high standard of quality for Microsoft within the Protection Services portfolio.  A high portion of these transactions will include but will not be limited to GDPR data. The associate will participate in providing feedback on the process to further improve the service experience for the end user. The associate will be fluent in two or more languages the first being their native (French) language and second, they will be highly proficient in English.

This role involves making a judgment where needed on the outcome of a case in line with guidelines or policy.  Where necessary the associate will use judgment to escalate, always acting in the best interest of the end user. Basic proficiency in Microsoft tools is necessary (PowerPoint, SharePoint, Excel and Word).  Comprehensive process training will be provided. 

A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, and have a strong customer focus.

Responsibilities:

The associate will follow the guidelines and policies set out demonstrating impact through the throughput and quality of cases assessed within a high paced production environment.

• Create and maintain all documentation pertinent to each case they work on.
• Accountable for the delivery of case load in line with SLAs.
• Drive operational excellence in the Business Process Outsourcing and AI Organization through the output of high-quality work which is always focused to ensure we utilize all resources available to make the best decision.
• Work within a diverse team.
• Contribute to the operational vision, identify and champion internal / external best practices and ideas to improve execution and operational excellence across the organization.

Qualifications

• High School degree/GED or equivalent work experience
• Native speaker of French or German ( or advanced)
• Knowledge of French spelling, vocabulary, grammar, pronunciation, & intent
• Fluent in English – both written and spoken

Ideal Candidate Attributes:

• Logical thinker with good research skills who will pursue the best results for the end user.
• Attention to detail will be essential when assessing cases.
• Ability to question to ensure quality and the right decision.
• Audit thinking for documenting outcome of cases.
• Embraces continuous improvement and new ways of doing things, navigating in a dynamic and often ambiguous environment, while following structure.
• Communication and collaboration skills – strong written and verbal communications. Ability to document decisions/judgements in line with policies and procedures.
• Team player – leverage and contribute effectively to the work of others and works well in a matrixed team environment. Inquisitive nature, with analytical acumen and data lookup and business/data analysis abilities.

Benefits and Perks

• Industry leading healthcare
• Savings and investments
• Giving programs
• Educational resources
• Maternity and paternity leave
• Opportunities to network and connect
• Discounts on products and services
• Generous time away