About NCR VOYIX
Position Summary & Key Areas of Responsibility
Client Operations Analyst (COA) for a key NCR Retail Customer working as part of the Major Account Operations team
The role will work to support the Client Operations Leader (COL) within the Major Account team to ensure that service levels are achieved and exceeded; profitability is maintained by being familiar with the contract requirements and being very clear on scope of deliverables.
The COA will focus on building positive and collaborative relationships with the customer to drive the highest level of customer satisfaction.
The COA will support in preparing weekly and monthly reporting packs. COA will also support in leading service reviews, own and drive continuous improvement actions as directed by the COL
The COA will be responsible for ensuring that the entitlement database is maintained on a regular basis using the required tools and working closely with internal teams to ensure accuracy.
The COA is also responsible for looking out for value-add opportunities and highlighting them to the COL to progress with the sales teams.
The COA is also responsible for working with internal teams to ensure that all T&M opportunities and captured and maximized. The COA will make first pass on the monthly T&M summary for review.
The COA will be responsible for monitoring outstanding service requests (NCR and partners) and taking the necessary actions to ensure service levels are met. The COA will do this by working with internal teams and attending partner service reviews.
A key part of the role is building strong operational relationships with NCR’s internal teams including (but not limited to) the FSC, FSS, Logistics (Parts planning) and Helpdesks, BOC, Professional and Installation Services as well as partners acting as a conduit for collaboration and communication.
Act as a point of escalation for the customer and rapidly escalating potential issues to the Client Operations Leader.
Management of Consigned spares and ensure stock levels are maintained with timely requests to the customer to maintain continuous service. The COA will also support the COL to highlight any issues with products going end of service life.
Focus on reducing waste and driving margin improvement. This will be done by working with the COL to analyse call volumes and producing dispatch avoidance plans and identifying remote resolution opportunities.
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.”