Executive Admin Assistant

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Responsibilities of the role include:

- Calendar management: Scheduling client and senior stakeholder meetings
- Client relationship: Supporting meeting materials, coordinating schedules, organising logistics and diary invites
- Travel arrangements: Arranging travel, PTA, visas and booking accommodation
- Expense management
- Support Executive Assistants (EAs) in submitting expense claims, the reconciliation of American Express statements, booking meeting rooms and creating travel itineraries on behalf of Partners using the required Company to do so in line with policy
- Support with and respond to ad hoc requests and general queries from EAs in a timely manner
- Manage requests and tickets through the ServiceNow portal/Mailbox, as applicable
- Adhere to Quality Assurance policies by filing all deliverables, as well as all correspondence with EAs and other requestors in the designated Microsoft Teams folders
- Understand and adhere to the UK Travel & Expenses policy
- Update service documentation and training manuals (SOPs, Process Maps and SIPOCs) when required
- Building strong relationships with key client EAs alongside clients, Partners, Directors, and staff
- Cover during periods of holiday and sickness and support ad hoc projects/tasks for Senior Directors
- Actively coordinating with the team on a day-to-day basis and act as a point of escalation for the team to resolve complex queries

Duties include but are not limited to:

- Performing Quality Check (QC) for the requests completed by the team members
- Work on requests and deliverables to be up to date on all the process related updates
- Provide feedback to the aligned team members on the findings in the QC undertaken
- Strengthening and driving quality standards and controls awareness across the team through training, upskilling, engaging and communicating
- Produce quality reports and summaries as per the QC framework and share with the team members and the Assistant Manager for further action
- Support training needs based on the skill gap identified in the QC
- Have a good understanding of all the processes in the team to the level of execution
- Provide training to new hires, refreshers, helping upskill the team members in the areas they are lacking

Stakeholder Management:

- Proactively communicates in a transparent manner with the USI Assistant Manager and UK Stakeholders regularly regarding Quality checks, training requirements identified after performing gap analysis etc.
- Work with the USI Assistant Manager to understand and align local strategy. Be responsible for building relationships with stakeholders in USI and UK.

Team Responsibilities:

- Responsible for the quality of the deliverables
- Work very closely with the USI management team and UK stakeholders to deliver high quality deliverables
- Provide feedback to the team based on the findings in the QC performed
- Provide recommendations to the Assistant Manager on training needs based on the gaps identified in QC
- Actively co-ordinate with the team on a day-to-day basis including training, timekeeping and supporting in meeting the service level agreements (timelines, utilisation, quality etc.)
- Act as a point of escalation for the team to resolve complex queries
- Produce quality reports, schedules, and summaries as per the requirements shared
- Ensure that all the work deliverables are dealt in line with the agreed terms and SLA’s
- Support the team during high volumes but continuing to maintain focus on QC

Communication:

- Demonstrate and create a culture of open, proactive, transparent communication between the USI teams/management and the UK stakeholders
- Support the USI Assistant Manager in resolving escalations received in relation to processes owned by the team by reviewing action taken and offering up recommendations for improvement
- Proactively identify & raise potential issues to the EDC Service Delivery Manager for discussion with the UK Delivery Manager and lead the team to take the necessary agreed and cascaded actions

The key skills required:

- Can analyse a problem and see a bigger picture, demonstrating the ability to overcome barriers
- They should also be able to work using their own initiative, showing attention to detail and customer focus, with a good understanding of the client’s needs and priorities
- Committed to working with their team to maintain a positive team spirit
- Good listener with a calm manner, and the ability to ask effective questions
- Excellent customer service skills, and a good telephone manner
- Must be a supportive team player who is reliable and respects others, with a desire and drive to meet and exceed team ta