Client Operations Lead

5 months ago

Sydney, Australia NCR Corporation Full time

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)**

***

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

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