Outsourced Operations Manager

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems. Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Job Responsibilities:

• Monitor contractual agreements – review, evaluate, and monitor documents including statements of work (SOW) and service level agreements to ensure vendors comply with contractual terms and conditions.
• Continued development of the supplier management processes and systems.
• Forecasts spend and track/monitor against actuals. Manage and agree actions where there are discrepancies.
• Provide direct input into the Management Review process and manage any Supplier Quality actions as a result of the Management Review.
• Assist and facilitate customer complaint investigations for complaints related to the services.
• Monitor, measure and manage supplier to contractual obligations and ensuring supplier meets SLA and KPIs.
• Collaborate with internal and external teams, to make decisions that impact service delivery, quality and customer satisfaction.
• Develop solutions to critical and long-term problems of a complex nature, which may require cross-functional/cross organizational issue resolution.
• Conduct regular strategic business reviews with suppliers and stakeholders to ensure continuous improvement of the services.
• Establish annual target, improvement plans, business reviews and monthly reporting related stakeholder.
• Build up partnership with cross functional teams to ensure successful seamless collaborations and cooperation within the company.
• Ensure the efficient and timely exchange of knowledge and information within the corporation to ensure best practices are shared throughout the organization.
• Point of contact for supplier Audit Management – Audit coordination, and managing the costs.
• Day to day operational contact with suppliers on service aspects of the contract.
• Develop/maintain/share knowledge of contractual obligations.
• Provide input to contract negotiations and contract management.
• Collate data on suppliers to support performance reviews and contract reviews.
• Manage supplier delivery issues, until escalated.
• Point of contact for contract managers for supplier costs.
• Monitor and audit transactions against Supplier contracts to identify common compliance issues and propose improvement opportunities.
• Prepare ad-hoc reports in order to support management decisions.
• Report into the Senior Manager for Services, you will be a pivotal member of the team and the primary point of contact the suppliers.
• Drive the day-to-day performance of the supplier, analyzing performance and continually reviewing service level appropriateness to ensure contracts are managed within cost, budget and service levels.

Job Requirements:

• Ability to review, evaluate, and monitor documents such as statements of work (SOW) and service level agreements (SLA) to ensure vendor compliance with contractual terms and conditions.
• Capability to provide direct input into the Management Review process and manage Supplier Quality actions resulting from the review.
• Proficiency in assisting and facilitating investigations into customer complaints related to services.
• Expertise in monitoring, measuring, and managing supplier performance to ensure compliance with contractual obligations, SLAs, and KPIs.
• Ability to collaborate with internal and external teams to make decisions impacting service delivery, quality, and customer satisfaction.
• Experience in conducting regular strategic business reviews with suppliers and stakeholders to ensure continuous improvement of services.

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 diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, 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, recognized 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.