Client Operations Leader

About NCRVOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Title: Client Operations Leader (COL)
Location: Denmark, virtual
Grade: 12

POSITION SUMMARY
The Client Operations Leader (COL) requires a high degree of skill in relationship management, analysis, and leadership as a customer-facing services executive position focused on building long-term partnerships with NCR Voyix clients. The COL is responsible for the operational health of their customer(s) and delivery excellence across NCR Voyix. You will lead customer Business Reviews, driving project excellence functioning as the “air traffic controller” for all delivery and operational functions and improving the Net Promoter Score (NPS). Lead the onboarding, utilization, and penetration of services/features available in subscription creating value realization for the client to ensure renewal. The COL is a proven leader who will drive operational excellence across their client(s). This position requires an understanding of leadership, strategic vision, and a high level of business savvy. We are looking for an operations expert who consistently has their finger on the pulse of our day-to-day tactical operations. They are process-oriented, ensure adherence to procedures, and can expertly navigate operational challenges.

The position is required to continually seek to build and enhance enduring relationships with customers while working to achieve a thorough understanding of their current and future business requirements; Required to promote customer confidence in the product and its Solutions. Must be able to quickly identify next steps in the problem resolution. You will create, manage and develop and drive continuous improvements, providing customer-specific analysis leading to improved customer satisfaction, delivery fidelity, and customer profitability.

KEY AREAS OF RESPONSIBILITY

• Own the key delivery execution relationship with the customer. This includes order through fulfillment and is responsible for ensuring all products and services that are cross sold are delivered to maintain customer satisfaction
• Building strong relationship with customer leadership, NCR Voyix Sales & Account teams, NCR Voyix’s manufacturing & supply chain leadership, services, and professional services teams
• The position is required to provide thought leadership and technical and/or industry expertise around delivery enabling profitable growth for assigned customer accounts
• 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 opportunities, and ensure the integrity of all account information
• Drive performance in critical KPIs including On-Time In Full (OTIF), as sold vs. as delivered margin, and execution of field deployment.
• Monitor, drive, and analyze key performance metrics and supporting customer feedback
• Required to continually build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future requirements
• Seek out and support sales and marketing opportunities, assist NCR Voyix salespeople with account information gathering for any sales motion and proposals
• Take active measures to identify additional customer opportunities and engages NCR sales resources
• Assumes full visibility for the overall success of all projects, products & services through deployment for their clients
• Put action plan in place to resolve issues or to escalate issues to senior/executive management as necessary to ensure successful resolution for the client.
• Has oversight of Program Management Process from Concept Phase through Deployment
• Control policies, procedures, and best practices for operations.
• Develops common direction for the team. Sets priorities and makes team agenda and strategy clear to all team members

POSITION CORE COMPETENCIES

• Building Organizational Talent (diversity)
• Business Acumen
• Customer Focus
• Establishing Strategic Direction
• Cultivating Networks & Partnerships
• Compelling Communication Skills
• Emotional Intelligence Essentials
• Leading Change
• Coaching & Developing Others
• Driving Innovation
• Driving Execution
• Energizing the Organization
• Sharing Responsibility
• Personal Growth Orientation
• Authenticity
• Operational Decision Making

BASIC REQUIREMENTS & EXPERIENCE

• A dynamic individual who sets a high bar and inspires others to reach it.
• A true operations guru with proven success in multi-location operations.
• 5+ years of experience in Operations.
• A strong leader with impeccable organizational, strategic, analytical, and project management skills.
• A solid communicator with exceptional interpersonal skills and a proven ability to motivate, mentor, and influence others.
• Bachelor’s Degree in a technical discipline such as engineering. Master’s Degree preferred
• Experience in negotiating contract, managing relationships to ensure the quality of work and customer satisfaction
• Proven ability to transform clients into strategic partnerships
• Experience in responsibility for multiple strongly preferred
• Domestic travel required.
• English languages required

PERSONAL ATTRIBUTES
Candidates must be able to demonstrate core competencies in priority setting, process management, planning and organization, managing and measurement of work, innovation management, motivation, strategic planning and implementation; coupled with the business acumen, political awareness, and perseverance to succeed in a global corporation.

• Able to lead by influence. Confident leading in a highly matrix organization.
• A respected leader with a passion for customer excellence and service.
• A change agent who courageously stands up and takes action, shows a high energy level, and possesses a sense of urgency.
• Cultural astuteness; Savvy and pragmatic on how to effect change in an international culture.
• Ability to create and inspire high-performance project teams.
• Maintains the highest ethical standards.
• Makes decisions that are based on data and facts

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 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment.

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

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”

Location: DENMARK, VIRTUAL