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NCR Corporation

We are the new NCR: Leading how the world connects, interacts and transacts with business.NCR is at the center of the self-service revolution, strategically poised between consumers who demand fast, easy and convenient options, and businesses intent on increasing revenues, building customer loyalty, reaching the contemporary consumer and lowering their cost of operations.Our leadership in customer interactions is built on deep consumer and industry expertise. NCR is the only company focused b... Read More

Address      3097 Satellite Boulevard Duluth, Georgia 30096
Website      www.ncr.com/
Holding      No Holding Details

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Assistant Manger - MS

Front Face of NCR Managed Services Value Proposition Customer Presentation on Managed services offerings. Scope vs customer with SLAs. Practice presentation: o Managed services value proposition o Performance - customer-wise. ( Monthly ) 2. SPOC for Vendor Management and Development: Monthly vendor meetings Evaluate on vendor performance to Corporate Office Proactive reporting on Operational issues - in field with your solutions Action Plan for all resolution ( time bound ) Minutes to Corporate Office on all meetings / joint visits Inputs for allocation of sites for synergy Inputs on vendor performance and advice on penalties. Identify training needs of the agency and maintain records on the same Ways and means to motivate / improve vendor performance 2. Link between Field and Corporate office a. Database management ( New Takeovers, Change of agency drive ) b. Change control process 3. Auditor for field services a. Cash services ( ATM Cash Audit, Vault inspection & Consumables Audit & its storage ) b. Surprise audits to evaluate CRS procedure & CIT procedure 4. Pulse of the competition Any specific information on the competition. Fortnightly discussion of Asst Manager and respective TMs. 360 deg feedback for Zonal Coordinator Provide Feedback about field inputs on our Agents, Analyst, Reports and Team leaders. Present vs to be objectives. Any Clarification to be discussed with FS Manager 5. Comprehensive responsibility on Field Deliverables of Managed Service within your assigned territory. Effective coordination with outsourcing Service Provider, SLA Manager, Service Mangers / Team Leaders for required service delivery or response to the customer. 6. Clearly understand the deliverables of Managed Services for each Customer and contribute proactively so as to accomplish Customer Delight. 7. Co-ordination with the FLM/CIT/Caretaker/Cash agency for quick takes over of ATMs. Coordinate with local representative of Bank, Service Provider Provide weekly report on takeover status to HO. Explore better service provider to ensure timely service commencement 8. Ensure Best quality services are provided by Housekeeping, caretaker, FLM agencies in line with the agreed SLAs with the Bank. Surprise H/K, CT & SRM audits to ATM sites covering the entire Zone at variable frequency. Immediate Visits based on complaints and sort out issues. Identify problematic and VIP sites and provide special attention towards it. Act on field services exception reports received from FLM/CIT/Caretaker / Cash Service Provider Have regular meetings with Vendors / customer at the local level to sort out all pending issues. These meetings' minutes and sent to HO. Suggest improvements and take preventive measures to consistently improve quality of field services. 9. Customer Dedication: Develop cordial relations with customer officials and representative concerned with our operations. Maintain a comfortable and easily approachable relationship with the Customers. Have regular Customer visits/meetings. Give patient hearing to Customers and record all issues raised by them. Keep the Customer informed on the progress made on resolution of problems. Educate the Customer on our deliverables as per committed SLAs so that the Customer expectations are set at the right level. Call the Customers regularly and take feedback of the Services. Send / update Monthly work plan for review to HO on Customer engagements. 10. Coordinating Cash replenishment Services. Vault Audits of CITs to be done as per set frequency on Monthly basis. Audit process implementation in services - as per the agreed SLA to Customer Review maintain of service delivery Scope of Work Drive Service provider locally to ensure better service implementation Conduct Monthly meeting with Service provider to discuss the trend of Service Delivery Conduct joint customer Service Provider monthly Meeting and furnish outcome of meeting to all Service Manager and Team Leader Demonstrate value add of services to Customer part of the Monthly Meeting Conduct joint periodic site / service review with the Customer Take appropriate input in the form of xl., word data and convert into presentation to be shared with the customer from centralized administrative monitoring team. 11. Coordinating CCE / CT Service delivery. Ensure site audits are done at the regular interval Periodic joint site review with Service provider officials Conduct surprise independent day and night review at sites on deliverables Conduct periodic training session for concerned officials of CCE agency Ensure authentic day to day reports are furnished by the service provider Act / coordinate on escalati on made on service delivery issues. Ensure other ancillary services such as Site Repair maintenance service, merchandising activities are well verified / coordinated with the service provider. Conduct joint customer Service Provider monthly Meeting and furnish outcome of meeting to all Service Manager and Team Leader Demonstrate value add of services to Customer part of the Monthly Meeting Take appropriate input in the form of xl., word data and convert into presentation to be shared with the customer from centralized administrative monitoring team. Coordination for Site repair & maintenance work with complete ownership Provide input to back end data administration team with SRM call actions 12. (Local Data) Maintain a comprehensive Database comprising of ATM Sites with ATM ID, Address, Location, Services provided, FLM Hub, Distance from FLM HUB, Local FLM contact number, stationary Delivery address & its storage Maintain Data and be thorough on the geo map covering all the locations under jurisdiction All Customer / FLM, CIT, Caretaker agency, AC, UPS Service Provider contact details. All NCR Engineers contact details. Maintain record of Site / vault visits made and Vendor meeting (The original forms (Hard Copies) of these visits to be send to HO) 13. HO Communication Accesses the common databases maintained by HO regularly and look for ATMs which are to be taken over. Keep HO informed by mail on all important matters. Be in regular touch with HO with day to day updates. 14. Time Management Have a clear daily/weekly/monthly plan for the activities mentioned above and work to implement the plan in time. Communicate each of service management team on out location visit via e-mail a day in advance. Desired Profile Please refer to the Job description above Experience 4 - 8 Years Industry Type IT-Software / Software Services Role ATM Operations Manager

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