Customer Operations Leader, South East Asia

1 week ago

Singapore NCR Atleos Full time

About NCR

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.

In this role as the Customer Operations Leader (COL) for South East Asia you will lead a team of Customer Success Managers across the region. The COL team functions as the "Chief Operating Officer" for managing the operational health of our customers.

Customer Operations is the voice of the customer in the NCR organization and be the single-point-of-contact for all customer escalations end-to-end. COL collaborates with all internal stakeholders to execute on time and in budget holding internal parties accountable to deliver a best-in-class experience.

Customer health includes out full customer life cycle from sales, design, delivery etc. In this role you will be pivotal to ensuring our customers success in the banking industry.

The COL is a proven leader who will drive operational excellence functioning as the overseer and custodian of customer profitability and customer experience for all delivery and operational functions improving the Net Promoter Score (NPS).

As our COL you will be an expert at managing multiple tasks at once, these will include the following areas of responsibility:
- Customer Centric mindset to manage customer satisfaction - Lead and coach to ensure outstanding NPS scores and adhere to SLAs- Establish an aligned governance model with your client(s).- Cadence drives service performance, engagement, and ongoing improvements. Daily interactions, delivering on services contract terms during the lifecycle of the agreement.- Ensure that all Entitlements a Customer is entitled to under their Service Contract are delivered. Working with the CSM, accurate and timely asset entitlement is paramount.- Manage data integrity within contract and all service management systems- Change Management. (e.g. New report requests, commercial requests, new service requests, additional coverage requests, SLA upgrades, IM Business Rules etc.)- Continuous Improvement (CI): lead with CI initiatives to incrementally improve customer service and experience.- Compliance - all contractual requirements are met.- Opportunity Management is a strategic process that supports, tracks and manages the execution of a sales process in pursuit of closing a sale. Understand the process and be fully engaged with Sales.

Qualifications and Skills required:
- Proven work experience as a Customer Success Manager across multiple customer accounts or similar role- Experience working with brand image and promoting value through customer experience Exceptional ability to communicate and foster positive business relationships- Industry experience in Banking is highly desired- Proven leadership skills managing across cultures and leading from the front- Degree Qualified

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.

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