Client Operations Lead - Nottingham, UK

NCR Voyix; Nottingham; On-site; GBP 70,000 - 120,000; Full time

Job summary

NCR Voyix Nottingham is seeking a Client Operations Lead to partner with customers, drive transformation and ensure service delivery excellence. You will lead teams, manage escalations and shape operation performance while balancing cost-to-serve with customer satisfaction.

You will collaborate across sales and operations, develop KPI-driven processes, own end-to-end customer experience, and help grow revenue and profitability through strong leadership and strategic partnerships.

Qualifications

• 5+ years of senior leadership, operations management, and customer experience expertise.
• ITIL and/or Agile certification with expertise in incident and escalation management.
• Experience negotiating contracts and managing customer relationships to ensure service quality and satisfaction.
• Demonstrated ability to develop strategic customer partnerships.

Responsibilities

• Lead and develop Client Operations Leaders and/or analytical teams through clear performance expectations and accountability.
• Build a customer-focused culture that delivers business objectives and service excellence.
• Collaborate across NCR teams to drive customer improvements and achieve strategic and contractual goals.
• Partner with Sales to develop and execute customer solutions and identify revenue growth opportunities.
• Own the end-to-end customer experience, balancing service excellence with cost-to-serve objectives.
• Establish a data-driven culture to identify opportunities, optimise processes, and improve operational performance.

Skills

Customer leadership

Data analysis

Strategic planning

Budget management

Stakeholder management

Incident management

Job description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform‑powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end‑to‑end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Job Title

Client Operations Lead

Location

Nottingham, UK

Position Summary

The Client Operations Leader (COL) is a customer‑facing leadership role responsible for building strong, long‑term customer partnerships while ensuring operational excellence in service delivery. The role drives business transformation, process optimization, and service performance, working closely with internal teams to deliver customer commitments, improve efficiency, and support business growth. Success requires strong operational leadership, a customer‑first mindset, and the ability to lead teams, manage escalations, and continuously enhance the customer experience.

Areas of Responsibility

• Lead and develop Client Operations Leaders and/or analytical teams through clear performance expectations and accountability.
• Build a customer‑focused culture that delivers business objectives and service excellence.
• Collaborate across NCR teams to drive customer improvements and achieve strategic and contractual goals.
• Partner with Sales to develop and execute customer solutions and identify revenue growth opportunities.
• Drive margin expansion and increased revenue within existing service delivery.
• Champion NCR NPS initiatives within the customer base.
• Own the end‑to‑end customer experience, balancing service excellence with cost‑to‑serve objectives.
• Establish a data‑driven culture to identify opportunities, optimise processes, and improve operational performance.
• Lead customer escalations, outages, and crisis management activities, ensuring clear communication and timely resolution.
• Partner with Sales to improve customer profitability and generate year‑over‑year revenue growth.
• Own operational KPIs and SLAs, ensuring they are monitored, managed, and achieved.
• Maintain high customer satisfaction through strong relationships, expectation management, and exceptional service.
• Manage CP&L, Outlook & Forecast, Annuity & T&M Revenue, and external spend.

Experience

• Dynamic leader who sets high standards and inspires others to achieve them.
• Proven success managing multi‑location operations with a strong customer focus.
• 5+ years of senior leadership, operations management, and customer experience expertise.
• Strong organisational, strategic, analytical, and project management capabilities.
• Excellent communication, coaching, mentoring, and influencing skills.
• ITIL and/or Agile certification with expertise in incident and escalation management.
• Experience negotiating contracts and managing customer relationships to ensure service quality and satisfaction.
• Demonstrated ability to develop strategic customer partnerships.

Skills

• Strong customer focus with a commitment to exceeding expectations.
• Ability to analyse data, identify trends, and drive process improvements through data‑driven insights.
• Strong understanding of customer needs with the ability to develop high‑performing leaders and managers.
• Commercial acumen with experience managing budgets, reducing costs, and maximising revenue.
• Excellent written and verbal communication skills with the ability to collaborate across cross‑functional teams and customer organisations.
• Strong people leadership, engagement, relationship‑building, and stakeholder management skills across all organisational levels.

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 equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, colour, 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, recognised 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.