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Client Operations Lead

NCR Corporation

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Job Description


  • 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, 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
BASIC QUALIFICATIONS:
  • 1-3 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
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Last Updated: 29-05-2024 00:09:07 AM
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