Client Operations Lead

6 days ago

General Santos, Philippines NCR Voyix Full time

Overview

A Junior Client Operation Lead is required to support the day-to-day activities of assigned accounts within the Retail line of business. This is a customer-facing position based remotely as part of the APAC Client Operation Lead Team.

Responsibilities
  • Own the key delivery execution relationship with the customer from the order through fulfillment and ensure all products and services that are cross sold are delivered to maintain customer satisfaction.
  • Assume full accountability for the overall success of all projects, products and 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.
  • Collaborate with NCR teams to collate, report and deliver client-required metrics and to solution new business opportunities, define customer requirements, request and issue customer quotes.
  • Ensure successful delivery of Projects and related Programs of Works into the Client's Business Environments.
  • Resolve issues at the lowest level possible, escalating to senior/executive management as necessary to ensure successful resolution for the customer.
  • Manage 3rd parties and customer care visits; review and manage product lifecycle and end-of-life; support COL and maintain the data integrity of the estate database.
  • Identify and execute effective change control to maximize revenue.
  • Report to the 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
  • Amenable to work graveyard (8PM-5AM)
Preferred qualifications
  • Experience in the various NCR Lines of Businesses
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
  • Project Management
  • Strategy/Planning
Industries
  • IT Services
  • IT Consulting
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