Client Operations Lead - Nottingham, UK

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, optimize 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 organizational, 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 analyze 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 maximizing revenue.
• Excellent written and verbal communication skills with the ability to collaborate across cross-functional teams and customer organizations.
• Strong people leadership, engagement, relationship-building, and stakeholder management skills across all organizational levels.