What are the responsibilities and job description for the Corporate Vice President, Global Managed Services Operations position at NCR Atleos?
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.
Customer Relationships : Own key executive level customer relationships and drive exceptional customer experience.
Operational Efficiency : Streamline operations across all centers to maximize efficiency, reduce response times, and ensure high-quality customer service.
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.
Customer Experience : Ensure a high level of customer satisfaction by monitoring and improving the customer service experience.
Quality Control : Establish quality assurance processes to maintain high service standards.
Crisis Response : Lead crisis response efforts for major incidents, ensuring minimal disruption and effective communication with stakeholders.
Stakeholder Communication : Communicate effectively with stakeholders, including senior management, clients, and regulatory bodies.
Continuous Improvement : Drive initiatives for continuous improvement in processes, technology, and service delivery. Develop monthly, quarterly, and annual call center goals and action plans.
Performance Reporting : Analyze data and generating reports to track performance, identify trends, and make informed decisions.
KPI Delivery : Drive performance of all key KPIs.
Requirements and Skills :
Bachelor's degree in Business Administration, Management, or related field.
Extensive experience in managing multiple call centers or customer service operations on a global scale.
Strong leadership and people management skills; confident leading in a high matrix organization.
Strong understanding of call center operations, including technology integration and process optimization.
Excellent verbal and written communication skills.
Change agent who courageously stands up and takes action, shows a high energy level and possesses sense of urgency.
Experience working in a multicultural environment and managing teams across different regions.
Familiarity with call center technologies, CRM systems, and incident management tools.
Ability to develop and implement global strategies that align with corporate objectives.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Full time employee benefits include :
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.