Customer Management Senior Leader

* ** Leadership & Mentorship:
** Act as a leader and mentor for support teams; provide guidance on NCR’s business offerings, solutions, and process architecture.
* ** Program Oversight:
** Manage the full Program Management lifecycle from concept through deployment; ensure successful execution of complex projects.
* ** Incident Management:
** Fully understand and influence improvements in end-to-end incident management processes to enhance quality and profitability.
* ** Data Analysis & Reporting:
** Apply independent judgment to routine and non-routine information; develop reporting tools for business management and analyze trends for operational improvements.
* ** Lifecycle Management:
** Oversee multiple key information solutions and ensure effective lifecycle management.
* ** Customer Relationship Management:
** Own the key service relationship with assigned customers; maintain satisfaction and identify cross-selling opportunities for WCS services.
* ** Strategic Account Engagement:
** Conduct regular customer meetings to review service quality, policies, and uncover new service opportunities.
* ** Sales Support:
** Assist sales teams with account information gathering and proposals for additional services.
* ** Operational Excellence:
** Advise support operations on account-specific procedures, escalation processes, spare parts requirements, and security protocols.
* ** Performance Monitoring:
** Present monthly service reports, manage escalations, and implement corrective action plans.
* ** Global Leadership:
** Lead and supervise global account support resources; manage complex international service requirements and client P&L to ensure profitability.
* ** Industry Expertise:
** Stay current with Banking and ATM trends; understand global business practices and challenges in managing direct and indirect markets.
* ** Continuous Improvement:
** Maintain knowledge through training; review help desk quality and recommend process improvements.
* ** Travel:
** Travel as required based on account needs.
* Bachelor’s Degree
* 8+ years of related experience
* Proficiency in Microsoft Office Suite
* Master’s Degree in a related field
* Knowledge of global business practices and cross-border operations
* Strong analytical, leadership, and relationship management skills
* Medical Insurance
* Dental Insurance
* Life Insurance
* Vision Insurance
* Short/Long Term Disability
* Paid Vacation
* 401kA career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.
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