Client Operations Lead

Description:

Client Operations Lead About NCR VOYIX

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 Leader (COL)

POSITION SUMMARY

The Client Operations Leader (COL) requires a high degree of skill in relationship management, analysis, and leadership as a customer-facing operations executive position focused on building long-term partnerships with NCR customers. You will focus on service delivery execution whilst prioritizing transformation to ensure that key operational functions are digitized and aligned with our future business offerings and growth. Working closely with internal subject matter experts, you will lead the operational business to a more streamlined & effective approach to service delivery.

We are looking for an operations expert who consistently has their finger on the pulse of our day-to-day tactical operations and can lead internal teams to deliver on customer commitments. They are process-oriented, ensure adherence to procedures, and can expertly navigate operational challenges. The key for this role is that everything that is done is with the customer at the front of mind focusing on Simple, made possible every day they do business with NCR.

AREAS OF RESPONSIBILITY

• Lead and develop client operations leaders and/or analysis teams to enhance performance by setting clear accountable performance measures
• Creating a culture and processes which achieve the business goals and objectives with a prime focus on NCR customer service
• Work effectively with all internal NCR departments, teams, and personnel to negotiate, influence and drive customer improvements working together to achieve overall NCR strategic goals and contractual customer delivery requirements
• Represent the voice of the customer to ensure that feedback received through NPS or other customer communication is understood and improvements are driven through cross-functional teams to improve customer experience
• Responsible for the end-to-end customer experience to deliver a transformational client experience focused on cost-to-serve and service excellence
• Establish a proactive data-led culture that analyses, identifies, develops plans, and implements operational opportunities that improve processes, optimize effectiveness & improve performance.
• Lead and owner customer incidents during outages & escalations during crisis management providing clear communications, and resource ownership with agreed responses timelines to severity levels
• Partner with Sales to optimize existing and new Client profitability through business planning and collaboration and deliver increased revenue streams year on year
• Ownership and management of all operational key performance indicators (KPIs) and service level agreements (SLAs) ensuring all KPIs & SLAs are appropriate, monitored, managed, and met.
• Maintain a high level of customer satisfaction by building strong relationships, managing expectations, and providing excellent customer service
• Lead and drive proactive customer service and communication through consultative reporting and escalation management with exception reporting that leads to continuous improvement plans for both NCR and our customers.
• Own the customer communication engagement process including clear documentation of meeting minutes especially on decisions/issues, assigned action owners, and dates to ensure continued resolution and improvement.
• Financial ownership of customer contracts from 5% deviation from the forecast, ontime billing, and proactive customer payment collections with streamlined payment process to allow focus on customer excellence

EXPERIENCE

• A dynamic individual who sets a high bar and inspires others to reach it.
• A true operations guru with proven success in multi-location operations where customer focus is key

• 5+ years of experience in effective senior leadership, operations management, and customer experience
• A strong leader with impeccable organizational, strategic, analytical, and project management skills.
• A solid communicator with exceptional interpersonal skills and a proven ability to motivate, mentor, and influence others.
• ITIL and/or Agile certification with a strong understanding of escalations and incident management
• Experience in negotiating contracts, managing relationships to ensure the quality of work and customer satisfaction
• Proven ability to transform customers into strategic partnerships

SKILLS

• A focus on customer needs and expectations is crucial to exceed and enhance the experience.
• The ability to analyze data, identify trends, and draw insights is critical for understanding the performance of the delivery channels and making data-driven recommendations for improvement.
• Ability to demonstrate and articulate an in-depth understanding of client/customer needs and develop strong leaders and managers
• Strong commercial perspective, ability to manage/meet budgets through driving cost reduction and maximizing revenue; and develop the management team to make improvements to their team's performance
• Strong written and verbal communication skills are necessary for collaborating with cross-functional teams, presenting data and insights, and providing guidance and support to internal stakeholders and external customers.
• Strong people leadership & building engagement including interpersonal and relationship-building skills
• Excellent stakeholder management across all levels of the company

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.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

"When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain." Job ID R0136797