Client Operations Lead

Title : Client Operations Lead

Location : Level 5, The Vertical Corporate Towers, Tower-B, 8 Jalan Kerinchi, Bangsar South City, 59200 Kuala Lumpur

Grade : 11

Summary : A Client Operation Lead is required to support the day-to-day activities of assigned accounts within the Retail line of business.

Responsibilities

• 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 escalation 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

Preferred Qualifications

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

EEO Statement

Integrated into our shared values is NCR Voyix’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 Voyix is committed to being a globally inclusive company where all people are treated fair, 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment.

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