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NCR Atleos · 1 month ago

Customer Management Senior Leader

Frisco, TX, USA

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

NCR Atleos is a leader in expanding financial access, headquartered in Atlanta. The Customer Management Senior Leader is responsible for driving customer satisfaction, profitability, and operational excellence for Large Financial Institution accounts, while providing strategic leadership and managing complex projects.

BankingFinTech

Responsibilities

Act as a leader and mentor for support teams; provide guidance on NCR’s business offerings, solutions, and process architecture

Manage the full Program Management lifecycle from concept through deployment; ensure successful execution of complex projects

Fully understand and influence improvements in end-to-end incident management processes to enhance quality and profitability

Apply independent judgment to routine and non-routine information; develop reporting tools for business management and analyze trends for operational improvements

Oversee multiple key information solutions and ensure effective lifecycle management

Own the key service relationship with assigned customers; maintain satisfaction and identify cross-selling opportunities for WCS services

Conduct regular customer meetings to review service quality, policies, and uncover new service opportunities

Assist sales teams with account information gathering and proposals for additional services

Advise support operations on account-specific procedures, escalation processes, spare parts requirements, and security protocols

Present monthly service reports, manage escalations, and implement corrective action plans

Lead and supervise global account support resources; manage complex international service requirements and client P&L to ensure profitability

Stay current with Banking and ATM trends; understand global business practices and challenges in managing direct and indirect markets

Maintain knowledge through training; review help desk quality and recommend process improvements

Travel as required based on account needs

Qualification

Program ManagementData AnalysisCustomer Relationship ManagementLeadershipAnalytical SkillsMicrosoft Office SuiteRelationship ManagementOperational ExcellenceContinuous Improvement