Service Operations Supervisor

Overview

Manage a dedicated team aligned to specific customers for whom NCR manages ATMaaS services, with a focus on improving ATM uptime. Supports a banking installed base of 6500+ ATMs.

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 so that work orders, tasks and projects involving multiple stakeholders are taken to a satisfactory conclusion.
• Evaluate vendor performance and determine ways to motivate and improve it.
• Analyze team performance, track it closely and drive operational efficiency.
• Drive initiatives and take part 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 control performance leakages for the customer and operations.
• Identify training needs for the team and conduct timely refresher trainings to maintain process and product compliance.
• Ensure internal and customer reports (daily, weekly, monthly) are vetted and audited periodically and delivered to recipients without unreasonable interruption.
• Lead and manage customer reviews.

What you'll need

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

Details

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