Service Operations Team Manager - Managed Services

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.

Key Areas of Responsibility

• Monitoring tickets and following defined standard work practices (including adherence to escalation parameters)
• End to end ownership of customer issues and escalations
• Quick decision-making in operational issues like technical downtime or cash-outs.
• Implementing strategies and delivering complex projects that require data analysis and vendor management, including Products and Services across the Banking Industry
• Maintaining effective communication with CSM organization driving escalations through closure.
• Adopt a data-driven approach for decision-making to improve operational efficiency, deliver measurable results, and enhance customer experience.
• Following standard work practices and adapting to operational changes as needed
• Working directly with customers and internal team members in a professional manner

Basic Qualifications

• Understanding of ATM lifecycle management, including installation, maintenance, and troubleshooting.
• Familiarity with cash forecasting tools, reconciliation processes, and ATM monitoring systems.
• Ability to work in a fast-paced environment. multi-task, time management and organizational skills
• Excellent communication skillset to interface directly with external customers and internal NCR Atleos parties.
• 6+ years of experience in a related work environment. Prior experience with ATM incident management, cash management preferred
• Technical knowledge of ATM functionality and Networking
• Ability to provide positive customer service through written and verbal communication
• Basic Personal Computer (PC) skills, including Microsoft Office, Windows Operating Systems (XP, Windows7), and basic networking applications (file transfer, remote commands, etc.)
• Basic telephone and customer service skills in a Service Desk / Help Desk environment (call or ticket management systems) and processes
• Willing to adopt new processes, technologies, practices and continuous training
• Ability to work as part of a team or independently
• Willing to work non-standard business hours as required by customers

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.