Service Operations Associate Manager

Overview

Lead a dedicated team aligned to specific customers for whom NCR manages ATMaaS services, with a focus on delivering improved ATM uptime for the ATMaaS customer.

What you'll do

• Define the KRA of the team and ensure constant feedback on outlier performers.
• Engage with customers on a continuous basis to understand their pulse and meet and exceed their expectations.
• Coordinate across departments to ensure work orders, tasks and projects requiring multiple stakeholders are taken forward to a satisfactory conclusion.
• Evaluate vendor performance and determine ways and means to motivate and improve it.
• Analyze team performance, track it closely and drive operational efficiency.
• Drive initiatives and participate in team projects that enhance the quality or efficiency of help desk service.
• Use data-driven metrics to identify improvement opportunities, quantify their 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 ensure process and product compliance.
• Ensure internal and customer reports (daily, weekly and monthly) are vetted and audited periodically and delivered to recipients and customers without unreasonable interruptions.
• Lead and manage customer reviews.

Details

• Location: Mumbai, India.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.