Client Operations Lead

About NCR

NCR Corporation (NYSE: NCR) is a leading software
- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

The Client Operations Lead (COL) will be accountable to manage & service our key accounts.

With a proven track record of building strong customer relationships, you will be responsible for the outcomes of the NCR Services team, the overall customer experience and service delivery outcomes for your assigned accounts.

This position will be based in Melbourne.

Key Responsibilities

The Client Operations Lead requires a high degree of skill in relationship management, analysis, and leadership as a customer facing services position focused on building long-term partnerships with NCR clients.

The Client Operations Lead maintains and expands relationships within assigned accounts. The Client Operations Lead represents the entire range of company products and services to assigned partners and is responsible for the operational health of their customer(s) and delivery excellence from NCR.

You will lead customer Quarterly Progress Reviews (QPR), driving project excellence functioning as the “air traffic controller” for all delivery and operational functions and improving the Net Promoter Score (NPS) by owning the service relationship with your customers and ensure that the highest level of customer satisfaction is maintained.

The Client Operations Lead will build and operate a framework to continuously monitor and support execution of channel performance with the operational management of NCR against, compliance, invoicing, project management and quality targets. The Client Operations Lead will work towards eliminating all waste through the analysis of call volumes and areas of failure. Maximize remote resolution and minimize unnecessary customer engineer dispatches and logistics costs by implementing policies, procedures, and best practices for operations.

Maintain excellent working relationships with all supporting teams including but not limited to, Field Operations, Help Desks, the Service Logistics organization, the Billing Operations Center, Customer Advocates, and 3rd party contractors

Understanding the economics of each partner’s business

Linking partner’s business objectives to the business benefits of the relationship

Personalising the relationship through relevant tailored communications

Have oversight of Program Management Process from Concept Phase through Deployment

Applies analysis and independent judgment to both routine and non-routine information

Audit operational weaknesses through SWOT analysis.

Basic Qualifications:
Extensive Service Delivery or Incident Management experience essential

Bachelor’s degree or relevant industry experience highly regarded

5+ years of related experience

Managed Services experience highly desirable

Demonstrated proficiencies in the Microsoft Office Suite

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

EEO Statement

Integrated into our shared values is NCR'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 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 has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

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