Senior Manager - Service Quality

About NCR AtleosNCR 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.Senior Manager - Service QualityLocation: Atlanta, GA (midtown)Work style: hybrid (in office T/W/Th)Position Summary & Key Areas of Responsibility:This position requires strong technical expertise in Services function and ATM product knowledge. This role involves interfacing with Suppliers, Engineering, Commodity Manager, Manufacturing Quality, Field Services, Customer & other relevant global functions with the focus of improving efficiency & effectiveness of Customer Engineers (CEs) service delivery.The role requires the candidate to possess the following capabilities: Understanding Services network and key performance indicators for successful service. Manage the Quality of Services delivered to customers as per process / policies. Collaborate with Customer Engineer training team for effective training process Collaborate with Repair operations team for better analysis of return parts & improve repair process performance. Centralization, standardization and modernization of reporting and tools. Assist regional teams interpret key success metrics and work with the business teams to develop action plans to address root-cause issues. Cross-functional collaboration with Field Operations, Finance, Sales, and Engineering teams to obtain and develop accurate data for business models and metrics. Provide on-going analytics, metrics optimization, ad-hoc reports on request, clarifications to Management in order to support day to day decision making. Work on develop scorecards and dashboards for KPI tracking and enable Management to make sound business decisions informed by accurate and reliable information. Gather data via Tableau/local Excel spreadsheets/internal stakeholders. Create tables and required views using Excel and Tableau. Analyze and derive conclusions, graphically represent them, present them with internal stakeholders.* Study data trends, seasonality, random effects.

Identify issues or best practices. Perform regular monthly forecast report, weekly updates, analyze data on daily basis, hold regular meetings with internal stakeholders, leads the planning cycle for its region. Grow and develop team of senior level professionals. Participate in and coordinate Strategic Plan Process and submissions. Support standard product and customer reporting, including bridging. Participate in deployment of corporate planning and reporting changes. Be an ambassador for change, always looking for ways to improve reporting access, readability, content and value across all levels of the organization.Basic Qualifications: Bachelor's Degree or equivalent relevant work experience 12+ years of strong industry experience in dealing with Manufacturing Quality, Supplier Quality, Product Service/Repair & Product Quality Highly proficient in MS Office, Excel (Pivot Tables & VLOOKUPs), and Tableau Good knowledge and experience in using and applying statistical tools - Six Sigma Certification is advantage Demonstrated experience in a supervisory capacity managing, mentoring, and motivating a team. Capable to interface with suppliers and NCR Atleos internal teams across multiple countries. Excellent oral and written communication skills including the ability to present to a diverse audience (business, technical, customer, and leadership) and clearly communicate across diverse cultures and time zones. Ability to travel domestically up to 30%Preferred Qualifications: Six Sigma Certification Prior experience in a global leadership capacityOffers 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* 401kEEO StatementNCR 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 AgenciesTo 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.