Client Operations Lead (Customer Success)

Job Description

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. Position: Client Operations Lead Location : Cebu City 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 APAC 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, utilizing 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 BASIC QUALIFICATIONS: 7\+ years of related experience Analytical and/or technical experience, preferably within NCR Services Demonstrated proficiencies with Microsoft Office Suite software Excellent written and verbal communications skills Ability to work in a fast-paced environment and multi-task; Good time management and organizational skills Ability to identify and resolve issues with a sense of urgency Detail oriented Ability to work as part of a team or independently Willing to work non-standard business hours as required by customers PREFERRED QUALIFICATIONS: Experience in the various NCR Lines of Businesses 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 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.”