Corporate Vice President, Global Managed Services Operations

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.

Principal Duties and Responsibilities:

• Strategic Leadership & Planning
  • Develop Global Strategy: Create a unified global strategy for all call centers to ensure consistency, efficiency, and alignment with the company’s goals.
  • Performance Metrics: Set key performance indicators (KPIs) and goals for each center to measure success and identify areas for improvement.
  • Budget Management: Oversee budgets for all centers, ensuring cost-effectiveness and optimal resource allocation.
• Customer Experience
  • Customer Relationships: Own key executive level customer relationships and drive exceptional customer experience.
  • Customer Performance Governance: Ensure regular meeting cadence with customers to review delivery quality, address service issues and ensure the integrity of all account information and customer relationship.
  • Trusted Partner Delivery: Develop trusted partner relationship with customers by delivering differentiated service, providing thought leadership and a strategic planning approach.
• Operational Management
  • Operational Efficiency: Streamline operations across all centers to maximize efficiency, reduce response times, and ensure high-quality customer service.
  • Incident Management: Establish and maintain robust incident management protocols to handle ATM issues promptly and effectively.
  • Technology Integration: Implement and maintain advanced technology solutions to enhance the performance and capabilities of the call centers.
• Team Leadership and Development
  • Hiring and Training: Recruit, train, and retain top talent. Ensure that staff are well-equipped to handle their responsibilities and are consistently upskilled. Evaluate staff effectiveness and performance annually or on an at-need basis.
  • Leadership Development: Mentor and develop center managers and team leads to build strong leadership at all levels.
  • Employee Engagement: Promote a positive and engaging work environment to boost morale and reduce turnover rates.
• Customer Satisfaction
  • Customer Experience: Ensure a high level of customer satisfaction by monitoring and improving the customer service experience.
  • Feedback Mechanisms: Implement systems to gather and analyze customer feedback for continuous improvement.
• Quality Assurance and Compliance
  • Quality Control: Establish quality assurance processes to maintain high service standards.
  • Regulatory Compliance: Ensure all operations comply with contractual obligations, local regulations, and industry standards.
• Crisis Management
  • Crisis Response: Lead crisis response efforts for major incidents, ensuring minimal disruption and effective communication with stakeholders.
  • Contingency Planning: Develop and maintain contingency plans to address potential crises and ensure business continuity.
• Communication and Coordination
  • Stakeholder Communication: Communicate effectively with stakeholders, including senior management, clients, and regulatory bodies.
  • Cross-Center Coordination: Facilitate collaboration and best practice sharing across different centers.
  • Cross-Functional Collaboration: Facilitate collaboration and partnerships across NCR Atleos teams that support the customer journey (e.g., Sales, SWE, HWE, Ops, Field Services, IT).
• Innovation and Improvement
  • Continuous Improvement: Drive initiatives for continuous improvement in processes, technology, and service delivery. Develop monthly, quarterly, and annual call center goals and action plans.
  • Innovation: Stay abreast of industry trends and innovations to keep the company competitive and forward-thinking.
• Data Analysis and Reporting
  • Performance Reporting: Analyze data and generating reports to track performance, identify trends, and make informed decisions.
  • Data-Driven Decisions: Use data analytics to guide strategy and operational adjustments.
• Results Delivery
  • KPI Delivery: Drive performance of all key KPIs.
  • Data Analysis: Monitor and analyze key metrics, customer feedback and establish performance improvement plans.
  • Budget Execution: Deliver budget and ensure high quality of customer experience at optimum costs/locations of resources.

Requirements and Skills:

• Educational Background:
  • Bachelor’s degree in Business Administration, Management, or related field.
  • Advanced degree (MBA or equivalent) preferred.
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
• Experience:
  • Extensive experience in managing multiple call centers or customer service operations on a global scale.
  • Proven track record of leading large teams and managing budgets.
• Leadership Skills:
  • Strong leadership and people management skills; confident leading in a high matrix organization.
  • Ability to lead by influence, mentor and develop team members, and build high-performing teams.
  • Excellent crisis management and decision-making abilities.
• Operational Excellence:
  • Strong understanding of call center operations, including technology integration and process optimization.
  • Knowledge of incident management and crisis response protocols.
• Communication Skills:
  • Excellent verbal and written communication skills.
  • Ability to effectively communicate with stakeholders at all levels, including senior management and regulatory bodies.
• Personal Attributes:
  • Change agent who courageously stands up and takes action, shows a high energy level and possesses sense of urgency.
  • Maintains the highest ethical standards; makes decisions that are based on data and facts.
  • Strong emotional intelligence and level of authenticity.
• Multicultural Competence:
  • Experience working in a multicultural environment and managing teams across different regions.
  • Sensitivity to cultural differences and ability to lead diverse teams effectively.
  • Cultural astuteness; savvy and pragmatic on how to effect change in an international culture.
• Technical Proficiency:
  • Familiarity with call center technologies, CRM systems, and incident management tools.
  • Ability to drive the implementation of advanced technology solutions.
  • Familiarity with ATM systems and payment industry is a plus.
• Strategic Thinking:
  • Ability to develop and implement global strategies that align with corporate objectives.
  • Experience in setting and achieving performance metrics and KPIs.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

• Medical Insurance

• Dental Insurance

• Life Insurance

• Vision Insurance

• Short/Long Term Disability

• Paid Vacation

• 401k

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.