NCR Customer Operations Lead (German language ) in SERBIA VIRTUAL, Serbia
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Title: Client Operations Leader - German language
Location: Belgrade, SRB
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 clients.
The COL is responsible for the operational health of their customer(s) and delivery excellence across NCR. 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.
In this role, delivering a “One NCR” approach is about giving customers a single NCR point of contact managing all aspects of NCR operational, execution, and delivery across all functions of NCR to create a “One NCR” delivery experience driving the NCR operational health of our customers.
The position is required 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 pro‐ mote customer confidence in the product and its Solutions. Must be able to quickly identify the next steps in the problem resolution. You will create, manage and develop and drive continuous improvements, pro‐ viding 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 orders through fulfillment and is responsible for ensuring all products and services that are cross sold are delivered to maintain customer satisfaction
Building strong relationships with customer leadership, NCR Sales & Account teams, NCR’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 NCR 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 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 an 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)
Establishing Strategic Direction
Cultivating Networks & Partnerships
Compelling Communication Skills
Emotional Intelligence Essentials
Coaching & Developing Others
Energizing the Organization
Personal Growth Orientation
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 and International travel required.
English languages required
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 high 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'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 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 has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
Help us run the world's top brands.
At NCR (http://www.ncr.com/) , you’ll have meaningful and relevant work experiences, opportunities to learn and make a real contribution. Every day we build on our 130+ year history (https://www.ncr.com/about/history) to transform, connect and run our customers' technology platforms.
A career here means embracing our innovative culture and shared values (https://www.ncr.com/about/values) , always seeking new adventures and carving your own path.
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