Service Operations Analyst II

NCR Atleos Corporation; Mumbai; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

NCR Atleos is seeking a PNB Dispute Management Executive in Mumbai to support transaction verification, ATM reconciliation, excess cash investigations, CIT coordination, and CCTV verification. The role emphasizes ensuring timely closure of GL, suspense, and sundry differences while upholding service standards.

The position involves coordinating with vendors, helpdesk, and field teams to maintain high service quality, monitor SLAs/KPIs, and drive process improvements across operations and vendor

Formación

• Bachelor’s degree in Business Administration, Operations Management, Engineering or related discipline.
• Relevant experience in operations support, vendor management, facilities management, helpdesk operations, or field services.
• Working knowledge of SLA and KPI monitoring, escalation management, reporting and continuous-improvement practices.
• Proficiency in Microsoft Excel, PowerPoint, Word, email, and operational tracking tools.

Responsabilidades

• Coordinate with vendors for AC, housekeeping, site-related maintenance and other assigned services.
• Monitor vendor performance against SLAs and KPIs; follow up on delays or gaps.
• Coordinate with helpdesk, field service teams, third-party service providers, internal stakeholders and customers to ensure seamless delivery.
• Manage customer expectations and drive issues/escalations to resolution.
• Support process improvements to enhance service quality, efficiency, compliance and cost effectiveness.
• Conduct regular vendor review meetings and track action items, improvement plans and closures.
• Prepare and present updates on SLA performance, risks, open issues and improvement initiatives to management.
• Adapt to changing priorities while maintaining agreed standards.

Conocimientos

SLA monitoring

KPI monitoring

Escalation management

Reporting

Continuous improvement

Excel

PowerPoint

Word

Email

Operational tracking tools

Educación

Bachelor's degree in Business Administration

Bachelor's degree in Operations Management

Bachelor's degree in Engineering

Herramientas

Operational tracking tools

Descripción del empleo

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. Company profile NCR Atleos is a global leader in self-service financial access and ATM solutions, providing technology and services to financial institutions and retailers. The company supports ATM deployment, maintenance, managed services, cash management, transaction processing infrastructure, and end-to-end ATM operations.

For the PNB Dispute Management Executive position, the role contributes to operational accuracy and customer service by supporting transaction verification, ATM reconciliation, excess cash investigation, CIT coordination, CCTV verification, and timely closure of GL, suspense, and sundry differences.

Key Areas of Responsibility

• Coordinate with vendors for air-conditioning (AC), housekeeping (HSK), site-related maintenance (SRM), and other assigned operational services.
• Monitor vendor performance against agreed SLAs and key performance indicators and follow up promptly on delays or service gaps.
• Coordinate with helpdesk, field service teams, third-party service providers, internal stakeholders, and customers to ensure seamless service delivery.
• Manage customer expectations & drive operational issues & escalations to resolution.
• Support process improvements that enhance service quality, operational efficiency, compliance, and cost effectiveness.
• Conduct regular review meetings with vendors and track action items, improvement plans, and closure commitments.
• Prepare and present periodic updates on SLA performance, risks, open issues, and improvement initiatives to management.
• Adapt to changing business priorities, customer requirements, and service-delivery scope while maintaining agreed standards.

Basic Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related discipline; a master’s degree is an advantage.
• Relevant experience in operations support, vendor management, facilities management, helpdesk operations, or field services is preferred.
• Working knowledge of SLA and KPI monitoring, escalation management, reporting, and continuous-improvement practices.
• Proficiency in Microsoft Excel, PowerPoint, Word, email, and operational tracking tools.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.

Preferred Qualifications

• Graduate - 5–8 years of relevant accounting experience.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Help us bring innovation to financial institutions across the globe.

At NCR Atleos, you’ll have meaningful and relevant work experiences, with opportunities to learn and make a real contribution. We are dedicated to solving the challenges our customers face through continuous innovation and a commitment to setting the highest standard in self-service banking.

A career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.