Customer Services Supervisor

6 months ago

Melbourne, Australia NCR Atleos Full time

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.

Job Purpose/Summary:
To effectively manage clients within an ATM services company, facilitating their requests for change and requirements and strengthening the client relationship through the delivery of great service. You will be a champion for client SLA’s, customer loyalty and reducing client attrition. You will work alongside team’s covering the following work streams, Service Delivery, CIT Cash management, Operations, Operational Analytics and Technical Helpdesk support.

You will work closely with the various teams to provide a consistently high level of service delivery across all areas of business interaction.

Summary of Duties and Responsibilities:

- Effectively manage your regional portfolio on a day-to-basis, supporting clients to achieve better outcomes
- Attend service review meetings, covering performance, service improvement, quality and processes where required
- Be accountable for the quality of service and performance; ensuring future demand from growth and projects are understood and factored into capacity plans.
- Ensure the effective and efficient management of all aspects of service delivery, which will improve outcomes for your customers
- Build and maintain positive client relationships both internally and externally.
- Required to have detailed knowledge of SLA’s provided to each client.
- Work closely and collaborate with all departments of the Company to ensure consistency across all departments and the services offered to clients.
- Coordinate and participate in monitoring, reviewing and auditing processes related to service delivery.
- Work to transform internal and external feedback into solutions that can be implemented to improve overall service delivery time frames.
- Develop reporting for your VIP clients in your reginal portfolio to monitor transaction volumes and service delivery outcomes
- Ensure quality of practice meets contractual requirements, legal obligations and organisational policies and procedures.
- Identify areas for improvement and work collaboratively with other departments to implement and monitor success.

Success criteria and performance measures:

- People: Makes NCR a Great Place to Work and Grow
- Customer: Makes Customers Raving Fans
- Results: Owns the results and makes it happen
- Teamwork: Ensures we win as one team
- Secure: Builds trust and protects our customers
- Innovation: Builds for the future
- Service Delivery Supervisor Specific:

- Process efficiency and effectiveness
- Increase Client Satisfaction, improve SLA’s and customer retention rates.
- Manage operational budget activities for services within area of responsibility.
- Increase strength of working relationships to facilitate the accomplishment of team tasks.

Minimum Knowledge, Skills, and Abilities Required:
**Qualifications**:

- Diploma and/or Bachelor’s degree in Business/Commerce is preferred but not essential.

Experience
- 1 -2 years previous experience in Client Service or Service Delivery preferred.
- Proven knowledge and experience relevant to the position, and a commitment to continuously updating this knowledge.
- Proven expertise in planning and delivering services to clients.

**Skills**:

- Excellent leadership and people management skills
- Excellent customer facing/customer service skills.
- Providing excellent service to others as the primary focus of one’s actions, achieved through developing and sustaining productive relationships and evidence informed practice.
- A high focus on delivering positive customer experience.
- Skills at problem solving, decision making and negotiating.
- High level attention to detail and accuracy
- Proficiency in meeting deadlines and service level agreements
- An exemplary ability to learn new systems and products at a fast pace.
- Flexible with ability to adapt.
- Change advocate.
- Effective interpersonal skills with the ability to influence positive outcomes.
- Proactive and solution focused approach
- Challenge the status quo and reinvent to achieve outstanding outcomes.
- High level proficiency in Microsoft Office Suite - PowerPoint, Word, Excel and MS Project management software
- Strong multi-tasking and organisational skills
- Effective communication skills including verbal, written and presentation skills.
- Strong stakeholder and vendor management

Abilities
- Innovative in nature, anticipates the future and designs a set of strategies that effectively combat change and result in profitability in the long term.
- Drives to make things happen, is action orientated with the ability to get projects and activities “off the ground”.
- Understands and makes best use of the available resources including personnel, systems, policies,

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