Service Operations Associate Manager

NCR Atleos; Maharashtra; Presencial; INR 900 000 - 1 500 000; Tempo integral

Resumo da oferta

NCR Atleos, a global leader in expanding financial access, seeks a capable Team Lead for ATMaaS services. You will manage a dedicated team aligned to key customers, aiming to improve ATM uptime and service quality while coordinating with multiple stakeholders to meet and exceed expectations.

The role emphasizes data-driven decisions, performance tracking, and regular training to ensure process and product-related compliance.

Qualificações

• Define the KRA of the team and monitor performance.
• Engage with customers to understand needs and exceed expectations.
• Coordinate across departments to ensure timely work orders and projects.
• Evaluate vendor performance and motivate improvement.
• Analyze team performance to drive operational efficiency.
• Lead initiatives to enhance help desk quality and efficiency.
• Identify training needs and conduct refresher sessions.
• Ensure daily/weekly/monthly reports are accurate and timely.

Responsabilidades

• Define team KRAs and manage performance feedback.
• Interact with customers regularly to capture feedback.
• Coordinate multi-stakeholder activities to close tasks.
• Monitor vendor performance and implement improvements.
• Drive data-driven improvements in ATMaaS operations.
• Lead customer reviews and reporting processes.

Conhecimentos

Team leadership

Customer engagement

Vendor performance

Data driven metrics

Training needs assessment

Reporting & auditing

Descrição da oferta de emprego

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.

The role would require handling of a dedicated Team aligned to specific customers for whom NCR would manage the ATMaaS services. Core profile would require focus on delivering improved ATM uptime ATMaaS customer.

• Define the KRA of team & ensure constant feedback on outlier performers.


• Should engage with customers on continuous basis to understand their pulse in order to meet and exceed their expectations.


• Interdepartmental coordination to ensure work orders/tasks/projects that require multiple stakeholder involvement are smoothly taken forward to a satisfactory conclusion.


• Evaluate vendor performance, determine ways and means to motivate/improve performance.


• Analyze team performance and track it closely drive operational efficiency.


• Drive initiatives and participate in team projects that enhance the quality or efficiency of help desk service.


• Should have an eye for data driven metrics and be able to understand the improvement opportunities, quantify the impact and devise ways to control performance leakages for both the customer and operations.


• Identify training needs for the team and conduct timely refresher trainings to have complete process and product related compliance.


• Ensure the various internal and customer reports (daily/weekly/monthly) are vetted and audited periodically as well always delivered to the recipients/customer without any unreasonable interruptions.


• Should have capability to lead and manage Customer reviews.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

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.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.