Client Operations Lead

TITLE: Client Operations LeadLOCATION: Level 5, The Vertical Corporate Towers, Tower-B, 8 Jalan Kerinchi, Bangsar South City, 59200 Kuala LumpurGRADE: 11About NCR CorporationNCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts, and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia, USA.Summary: A Client Operation Lead is required to support the day-to-day activities of assigned accounts within the Retail line of business.POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:Customer-facing position based remotely as part of the APAC Client Operation Lead TeamOwn the key delivery execution relationship with the customer from the order through fulfillment and is responsible for ensuring all products and services that are cross-sold are delivered to maintain customer satisfactionAssumes full accountability for the overall success of all projects, products & services through deployment for their customersManage overall NCR delivery performance, review and fix areas that are under-performing.Responsible for the day to day delivery of Services- Incident, Problem, Change and Project management.Act as a point of Escalation and manage issues/incidents to conclusion, utilising NCR support teams and processes.Champion Root Cause Analysis, Continuous Improvement and Risk Management & Mitigation.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 informationDrive performance in critical KPI’s including On-Time In Full (OTIF), as sold vs. as delivered margin, and execution of field deploymentWorking with NCR teams to collate, report and deliver Client required metrics.Working with NCR teams to solution new business opportunities, define customer requirements, request and issue customer quotes.Responsible for the successful delivery of Projects and related Programs of Works into the Clients Business Environments.Ability to resolve issues at the lowest level possible but able to escalate issues to senior/executive management as necessary to ensure successful resolution for the customerPosition required to manage 3rd parties and customer care visitsPosition to review and manage product lifecycle and end of lifePosition to support COL and maintain the data integrity of the estate database.Identify and execute effect change control for maximizing revenuePosition reports to Executive Client Operations LeadBASIC QUALIFICATIONS:1-3 years of related experienceJapanese Language Competency (Business/Corporate Level)Analytical and/or technical experience, preferably within NCR ServicesDemonstrated proficiencies with Microsoft Office Suite softwareExcellent written and verbal communications skillsAbility to work in a fast-paced environment and multi-task; Good time management and organizational skillsAbility to identify and resolve issues with a sense of urgencyDetail orientedAbility to work as part of a team or independentlyWilling to work non-standard business hours as required by customersPREFERRED QUALIFICATIONS:Experience in the various NCR Lines of Businesses