Project Manager

2 weeks ago

Mumbai, Maharashtra, India NCR Corporation Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Job Description

TITLE: Project Manager

LOCATION:  Mumbai

GRADE: 11

In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support roles can be a stand-alone role or part of a dedicated Customer Support Services Team:

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

  • Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.

  • Governance Model

  • Frequency: Daily/Wkly/Mthly/Qtrly

  • Content:

  • HDW/SW/MS/Projects

  • Performance Metrics
  • Bad Actors/Outliers
  • Market Performance
  • Entitlement/Billing

  • Change Mgmt

  • MyNCR Portal - MyNCR is NCRs customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.

  • Customer set up & Training

  • Profiles and passwords
  • Workorder ESC/Monitoring

  • Connection issues

  • Service Performance Delivery of KPIs - Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.

  • SLA performance results

  • Outlier Mgmt – aged Workorder
  • Client KPIs

  • Field Retrofit Order (FRO)

  • Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.

  • Endpoints registration

  • Proper coverage in delivery system

  • Time & Material billing/disputes

  • QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Technical/Vocational certification or High School diploma or, 0-1 years of related experience
  • Detailed oriented, analytical and/or technical experience, preferably within NCR Services
  • Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel
  • Excellent written and verbal communications skills
  • Ability to work in a fast-paced environment. multi-task, time management and organizational skills
  • Ability to identify and resolve issues with a sense of urgency
  • Ability to work as part of a team or independently
  • Willing to work non-standard business hours as required by customers
  • PREFERRED SKILLS
  • PMP certified.
  • Experience in the various NCR Lines of Businesses
  • Experience of working in a managed services or outsourcing environment.

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