Client Operations Analyst

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 Analyst
Location: Belgrade, Serbia
Grade: P2

Role Overview

The Client Operations Analyst provides customer-specific analysis to support service quality, contractual compliance, and account profitability. The position operates with a customer-first mindset, taking ownership of service issues and driving solutions to improve service delivery performance.

The role requires developing a strong understanding of service delivery systems, operational processes, and customer contracts to ensure NCR Voyix consistently delivers high-quality, cost-effective services. The position supports the communication, monitoring, and management of Service Level Agreement (SLA) performance, in collaboration with internal teams, external partners, and customers.

Responsibilities

The Client Operations Analyst is responsible for:

• Analysing, tracking, and communicating SLA requirements and performance to internal and customer stakeholders
• Supporting SLA management activities, including performance monitoring, issue identification, and escalation
• Analysing account-specific subcontractor performance to ensure contractual and SLA compliance
• Monitoring third-party and external service spend to identify opportunities to improve efficiency, reduce costs, and enhance customer profitability
• Building and maintaining effective working relationships across service delivery teams, including Field Operations, Field Support, Service Logistics, Billing Operations, COL Care, Third Party Contractors, Depot Repair Centres, Customer Contact Centres, and Business Intelligence
• Participating in internal, external, and customer meetings as required
• Ensuring appropriate escalation processes are followed and maintaining ownership of escalations through to resolution
• Supporting service onboarding, change, and improvement activities in collaboration with Change Managers, Project Managers, and other implementation roles
• Supporting the design, development, and implementation of service delivery processes and supporting infrastructure
• Producing and maintaining standard and ad-hoc operational and performance reporting
• Working with the Business Intelligence team to develop and maintain reporting dashboards
• Reviewing services delivered to identify contractual and non-contractual activity
• Managing customer complaints and service escalations within the service delivery framework

Ideal Applicant Profile

The ideal applicant will:

• Demonstrate accountability and ownership for operational issues and customer escalations
• Communicate clearly and effectively with internal teams, external partners, and customers
• Apply sound judgement to progress issue resolution and escalation where required
• Resolve issues with urgency, efficiency, and attention to detail
• Work effectively both independently and collaboratively within a service delivery environment
• Be willing to work occasional non-standard business hours in line with customer requirements
• Manage multiple priorities in a fast-paced operational setting

Basic Qualifications

• Bachelor’s degree
• 1–3 years of experience in IT Service Delivery or a related operational or analytical role
• Analytical and/or technical experience, preferably within NCR Voyix Services
• Proficiency in Microsoft Office applications, particularly Excel
• Strong written and verbal English communication skills, as English is the primary business language used in this role
• Strong time management and organizational skills with the ability to multi-task

Preferred Qualifications and Skills

• Experience with NCR Voyix systems and Lines of Business, including Enterprise Services (ES), ServiceNow (SNOW), SLA Monitor (SLAM), and Power BI (PBI)
• Experience using Power Query and advanced Excel functions to support analysis and reporting
• Ability to work effectively both independently and as part of a team

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, 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.

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.”