Easter Seals Jobs

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.

Title: Managed Services Operations Manager

Grade: 13

POSITION SUMMARY

This position will be responsible for managing the day to day operations of CIT (Cash-in-Transit) teams, which includes anticipating and understanding customer needs and having an appreciation and understanding of the role of NCR Atleos in the global marketplace. Qualified candidates will demonstrate an ability to perform analysis, diagnostics and documentation for the services within the Managed Services portfolio.

KEY AREAS OF RESPONSIBILITY:

• Customer escalation point of contact for all cash and CIT related issues

• Closely working and coordinating with CIT (Cash In Transit) vendors

• End to end ownership of customer cash issues and escalations

• Managing and mentoring several Banking teams

• Leading multiple service transformations, implementing strategies and delivering complex projects that require data analysis and vendor management, including Products and Services across the Banking Industry

• Enabling additional capacity through diligent proactive work, making the estate further sustainable with higher customer satisfaction.

• Maintaining effective communication with clients and driving escalations through closure.

• Tracking teams’ performance, driving OLA/SLA between different organizational teams, reducing the time spent on incidents.

• Decisive and analytical attitude with priority on data driven decisions that enable operational efficiency and delivering tangible results and building greater customer CX.

• Monitoring tickets and following defined standard work practices (including adherence to escalation parameters)

• Adapting to operationally-specific scenarios that vary by product, line of business, account, or geography

• Following standard work practices and adapting to operational changes as needed

• Providing support of account opportunity assessments and onboarding new practices

• Analyzing service history and health to provide improved service enhancement recommendations

• Proactively recommending improvements to support processes and practices

• Working directly with customers and internal team members in a professional manner

• Documenting lessons learned, processes and procedures

BASIC QUALIFICATIONS:

• 6+ years of experience in a related work environment

• Experience in cash and banking operations; preferably ATMs cash logistics

• Basic knowledge ATM Services

• 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

• Ability to work well in a team environment

and resolve issues in a timely manner

• Willing to adopt new processes, technologies, practices and continuous training

• Provides proactive feedback related to process improvements and openly shares new ideas

• Proficiency in English, is required

PREFERRED QUALIFICATIONS:

• Computer Associates (CA) IT Client Automation / IT Client Manager experience

• CA Business Analyst or CA Professional Certification

• Microsoft System Center Configuration Management (SCCM) experience

• Microsoft SCCM Scripting and Support experience

• Understanding of ITIL

• Help desk or technical support experience

US EST working hours

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.