Corporate Vice President, Global Managed Services Operations

NCR Atleos • Atlanta, GA

400d

About The Position

The Corporate Vice President of Global Managed Services Operations at NCR Atleos is responsible for leading the strategic direction and operational efficiency of call centers globally. This role focuses on enhancing customer experience, managing budgets, and ensuring compliance with industry standards while fostering a high-performing team culture.

Requirements

• Bachelor's degree in Business Administration, Management, or related field.
• Advanced degree (MBA or equivalent) preferred.
• Extensive experience in managing multiple call centers or customer service operations globally.
• Proven track record of leading large teams and managing budgets.
• Strong leadership and people management skills; confident in a high matrix organization.
• Excellent crisis management and decision-making abilities.
• Strong understanding of call center operations, including technology integration and process optimization.
• Excellent verbal and written communication skills.
• Experience working in a multicultural environment and managing diverse teams effectively.
• Familiarity with call center technologies, CRM systems, and incident management tools.

Nice To Haves

• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
• Familiarity with ATM systems and payment industry is a plus.

Responsibilities

• Develop a unified global strategy for all call centers to ensure consistency and efficiency.
• Set key performance indicators (KPIs) and goals for each center to measure success.
• Oversee budgets for all centers, ensuring cost-effectiveness and optimal resource allocation.
• Own key executive level customer relationships and drive exceptional customer experience.
• Ensure regular meeting cadence with customers to review delivery quality and address service issues.
• Develop trusted partner relationships with customers by delivering differentiated service.
• Streamline operations across all centers to maximize efficiency and reduce response times.
• Establish and maintain robust incident management protocols for ATM issues.
• Implement and maintain advanced technology solutions to enhance call center performance.
• Recruit, train, and retain top talent while ensuring staff are well-equipped for their responsibilities.
• Mentor and develop center managers and team leads to build strong leadership.
• Promote a positive and engaging work environment to boost morale and reduce turnover rates.
• Monitor and improve customer service experience to ensure high customer satisfaction.
• Implement systems to gather and analyze customer feedback for continuous improvement.
• Establish quality assurance processes to maintain high service standards.
• Ensure compliance with contractual obligations, local regulations, and industry standards.
• Lead crisis response efforts for major incidents and develop contingency plans.
• Communicate effectively with stakeholders, including senior management and clients.
• Facilitate collaboration and best practice sharing across different centers.
• Drive initiatives for continuous improvement in processes, technology, and service delivery.
• Analyze data and generate reports to track performance and identify trends.

Benefits

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Short/Long Term Disability
• Paid Vacation
• 401k

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees