Client Operations Lead

2 weeks ago

Cebu City, Central Visayas, Philippines NCR Voyix Full time $80,000 - $120,000 per year

Job Description Summary

A Junior 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:

  • 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

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