Client Operations Lead

NCR Corporation; London; Remote; GBP 100,000 - 125,000

Job description

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

TITLE: Client Operations Lead

LOCATION: UK, Virtual

GRADE: 11

About NCR Corporation

NCR Voyix is a global technology company leading how the world connects, interacts, and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail and restaurant organizations in more than 100 countries.

Summary: A Client Operation Lead is required to support the day-to-day activities of assigned accounts within the Retail line of business.

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Customer-facing position based remotely as part of the UK Client Operation Lead Team
• Own the key delivery execution relationship with the customer from the order through fulfillment and is responsible for ensuring all products and services that are cross sold are delivered to maintain customer satisfaction
• Assumes full accountability for the overall success of all projects, products & services through deployment for their customers.
• Manage overall NCR delivery performance, review and fix areas that are under-performing.
• Responsible for the day-to-day delivery of Services- Incident, Problem, Change and Project management.
• Act as a point of Escalation and manage issues/incidents to conclusion, utilising NCR support teams and processes.
• Champion Root Cause Analysis, Continuous Improvement and Risk Management & Mitigation.
• Schedule and conduct regular meetings with customers to review delivery quality, plan and ensure new product & services quality assumptions, discuss customer-specific service issues, seek to uncover new NCR opportunities, and ensure the integrity of all account information.
• Drive performance in critical KPI’s including On-Time In Full (OTIF), as sold vs. as delivered margin, and execution of field deployment.
• Working with NCR teams to collate, report and deliver Client required metrics.
• Working with NCR teams to solution new business opportunities, define customer requirements, request, and issue customer quotes.
• Responsible for the successful delivery of Projects and related Programs of Works into the Clients Business Environments.
• Ability to resolve issues at the lowest level possible but able to escalate issues to senior/executive management as necessary to ensure successful resolution for the customer.
• Position required to manage 3rd parties and customer care visits.
• Position to review and manage product lifecycle and end of life.
• Position to support COL and maintain the data integrity of the estate database.
• Identify and execute effect change control for maximizing revenue.
• Position reports to Executive Client Operations Lead.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.