Service Operations Supervisor

NCR Atleos; Mumbai City; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NCR Atleos, headquartered in Atlanta, is expanding financial access with a focus on ATMaaS services for customers globally. This role involves leading a dedicated team aligned to specific customers, driving uptime and service quality, and coordinating with multiple stakeholders to deliver exceptional support.

The ideal candidate will use data-driven metrics to identify improvement opportunities, manage training needs, and ensure timely, accurate reporting to customers.

Responsibilities

• Define the KRA of team & ensure constant feedback on outlier performers.
• Engage with customers on a continuous basis to meet and exceed their expectations.
• Interdepartmental coordination to ensure work orders/tasks/projects with multiple stakeholders progress smoothly.
• Evaluate vendor performance and identify ways to motivate/improve performance.
• Analyze team performance and track it to drive operational efficiency.
• Drive initiatives and participate in projects that enhance the quality or efficiency of help desk service.
• Identify training needs for the team and conduct timely refresher trainings.
• Ensure internal and customer reports (daily/weekly/monthly) are vetted and delivered without interruptions.
• Lead and manage customer reviews.
• Demonstrate a proven ability to deliver exceptional service in the field/industry.

Job description

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.
• Proven ability to deliver exceptional service in the field/industry
• 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.