Glendale, Arizona

About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE: Client Operations Leader

LOCATION: Arizona

Think you know NCR? Think again! - We have been reinvented!

We are NCR, a global tech company-and we run the everyday transactions thatmake your life easier. We're the world leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With our software, hardware and portfolio of services, we make more than 700 million transactions possible every day.

By continually learning about-and pioneering-how the world interacts and transacts, we're helping our customers not only reach their goals, but also change the way all of us shop, eat, travel, bank and connect. Together, we are shaping the future.

POSITION SUMMARY & KEY AREAS of RESPONSIBILITY

In this role, delivering a "One NCR" approach is about giving customers a single NCR point of contact that manages all aspects of NCR operational execution across all functions of NCR.

As the Client Operations Leader (COL), you will exhibit a high degree of skill in relationship management, operational analytics, and leadership practices. You are a customer facing executive focused on building long-term partnerships with NCR clients including engagement with their CIO, COO, CFO and CEO's. You are an expert in problem resolution, conflict resolution, continuous improvement, and team building. You own the operational profitability of your customer accounts. Your strategic vision and business savvy will result in new business. You will be responsible for the operational health of your customer(s) and for delivery excellence across NCR channels. You will lead customer Quarterly Business Reviews (QBR). As the "air traffic controller" for all delivery and operational functions, you will drive project excellence and improve your customers Net Promoter Score (NPS). You will lead the onboarding, utilization, and penetration of NCR subscription services that increase renewals through value realization. You ensure adherence to process' and procedures, and you thrive on developing solutions to operational challenges. Your success will rely on the strong relationships you establish and maintain with customer leadership, NCR Sales & Account teams, NCR's manufacturing & supply chain leadership, and the services and professional services teams.

  • You own the On-Time In-Full order fulfillment of products and services to your customers
  • You own the profitable growth of your assigned customer accounts
  • You will Schedule and facilitate meetings across all levels of your customers organization to review delivery performance, service performance, new business, new projects, and provide executive summary updates
  • You will drive operational performance excellence for the Service Level Agreements (SLA) and Key Performance Indicators (KPI) that are important to your customers
  • You will achieve a thorough understanding of your customers current and future business requirements through your enduring relationships with key customer partner contacts
  • You will discover sales and marketing opportunities, and you will assist your NCR sales partners with account information gathering for any sales in motion and proposal
  • You will take active measures to identify additional customer opportunities and engage NCR sales resources
  • You will assume full accountability for the overall success of all products & services deployment projects for your clients.
  • You will facilitate cross functional issue resolution as required, including escalation to senior/executive management as necessary, in order to ensure the most expedited and complete resolution for your client.
  • You will oversee Program Management Process from Concept Phase through Deployment
  • You will implement operational policies, procedures, and best practices.
  • You will solicit action plans for improvement from the appropriate stakeholders and you will own holding those stakeholders accountable for the successful execution of their action plans

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 QUALIFICATIONS
  • 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.
  • 8-10+ 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 technical discipline such as engineering. Master's Degree preferred
  • Experience in negotiating contract, managing relationships to ensure quality of work and customer satisfaction
  • Proven ability to transform clients into strategic partnerships
  • Experience in responsibility for multiple strongly preferred
  • Domestic travel 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 high matrix organization.
  • A respected leader with a passion for customer excellence and service.
  • Change agent who courageously stands up and takes action, shows a high energy level and possesses 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.

Full time employee benefits include:
  • Medical Insurance
  • Dental Insurance
  • Life Insurance
  • Vision Insurance
  • Short/Long Term Disability
  • Paid Vacation
  • 401k

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.

Glendale, Arizona

NCR Corporation (NYSE: NCR) is a leader in banking and commerce solutions, powering incredible experiences that make life easier. With its software, hardware, and portfolio of services, NCR enables transactions across financial, retail, hospitality, travel, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

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