Service Operations Analyst II

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.

Company profile

NCR Atleos is a global leader in self-service financial access and ATM solutions, providing technology and services to financial institutions and retailers. The company supports ATM deployment, maintenance, managed services, cash management, transaction processing infrastructure, and end-to-end ATM operations.

For the PNB Dispute Management Executive position, the role contributes to operational accuracy and customer service by supporting transaction verification, ATM reconciliation, excess cash investigation, CIT coordination, CCTV verification, and timely closure of GL, suspense, and sundry differences.

Key Areas of Responsibility

Coordinate with vendors for air-conditioning (AC), housekeeping (HSK), site-related maintenance (SRM), and other assigned operational services.

Monitor vendor performance against agreed SLAs and key performance indicators and follow up promptly on delays or service gaps.

Coordinate with helpdesk, field service teams, third-party service providers, internal stakeholders, and customers to ensure seamless service delivery.

Manage customer expectations & drive operational issues & escalations to resolution.

Support process improvements that enhance service quality, operational efficiency, compliance, and cost effectiveness.

Conduct regular review meetings with vendors and track action items, improvement plans, and closure commitments.

Prepare and present periodic updates on SLA performance, risks, open issues, and improvement initiatives to management.

Adapt to changing business priorities, customer requirements, and service-delivery scope while maintaining agreed standards.

Basic Qualifications

Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related discipline; a master’s degree is an advantage.

Relevant experience in operations support, vendor management, facilities management, helpdesk operations, or field services is preferred.

Working knowledge of SLA and KPI monitoring, escalation management, reporting, and continuous-improvement practices.

Proficiency in Microsoft Excel, PowerPoint, Word, email, and operational tracking tools.

Preferred Qualifications

Graduate - 5–8 years of relevant accounting experience.

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

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.