- Location
- Accra (Kwame Nkrumah) Office, Ghana
- Type
- Full-time
- Seniority
- Manager
- Experience
- 5+ years
- Education
- Bachelor
- Source
- Workday
Description
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 Title: Territory Manager
Department: Service Delivery
Reports To: Area Manager
Location: Ghana (with responsibility for assigned territory)
Position Summary
The Territory Manager is responsible for the overall management and performance of NCR Atleos' service operations within an assigned territory. The incumbent will ensure the delivery of world-class ATM and self-service banking support services, achieving contractual Service Level Agreements (SLAs), customer satisfaction targets, operational efficiency, and financial performance objectives.
The role requires leadership of Field Service Engineers, Service Coordinators, and third-party service providers while maintaining strong relationships with banks, financial institutions, and other NCR Atleos customers.
Key Responsibilities
Service Delivery Management
Ensure delivery of ATM and self-service banking support services in accordance with customer contracts and NCR Atleos standards.
Drive achievement of all contractual SLAs and operational KPIs.
Monitor ATM availability, incident response times, and service restoration performance.
Oversee preventive and corrective maintenance activities.
Ensure effective management of service incidents, escalations, and recurring technical issues.
Maintain high levels of ATM uptime and customer service excellence.
Service Contract Management
Manage existing contracts across the assigned territory.
Drive service contract renewals and support customer retention
Customer Relationship Management
Serve as the primary operational contact for assigned banking customers.
Build and maintain strong relationships with customer stakeholders.
Conduct regular operational and service review meetings.
Ensure timely resolution of customer concerns and escalations.
Identify opportunities for additional services and business growth.
Team Leadership & Workforce Management
Lead, coach, and develop Field Service Engineers and Service Coordinators.
Set clear performance objectives and monitor individual performance.
Conduct regular team meetings and performance reviews.
Ensure proper deployment and utilization of technical resources.
Promote a culture of safety, accountability, integrity, and customer focus.
Support talent development and succession planning initiatives.
Operational Excellence
Drive continuous improvement initiatives across service operations.
Analyze service trends and implement corrective actions where necessary.
Ensure compliance with NCR Atleos operational processes and quality standards.
Improve First-Time Fix Rates and reduce Mean Time to Repair (MTTR).
Drive operational efficiency and cost optimization initiatives.
Financial Management
Manage the territory's operational expenses and budget.
Monitor service delivery costs and profitability.
Ensure efficient utilization of spare parts inventory and company assets.
Support forecasting, budgeting, and financial planning activities.
Drive productivity improvements while maintaining service quality.
Performance Monitoring and Reporting
Analyze operational performance data and trends.
Prepare and present monthly and quarterly performance reports.
Track service metrics including: ATM Availability, Response Time, Revisits, First-Time Fix Rate, Mean Time to Repair (MTTR), Preventive Maintenance Compliance, Customer Satisfaction Scores, SLA Achievement
Health, Safety and Compliance
Ensure strict compliance with NCR Atleos policies and procedures.
Promote and enforce Health, Safety, Security, and Environmental (HSSE) standards.
Ensure adherence to customer site security requirements.
Support internal and external audits.
Maintain compliance with regulatory and information security requirements.
Key Performance Indicators (KPIs)
The Territory Manager will be measured against:
Customer Metrics
Customer Satisfaction Score (CSAT)
Net Promoter Score (where applicable)
Customer Escalation Resolution Rate
Service Metrics
ATM Availability/Uptime (%)
SLA Compliance (%)
Mean Time to Repair (MTTR)
First-Time Fix Rate (FTFR)
Preventive Maintenance Completion Rate
Repeat Incident Reduction
Operational Metrics
Engineer Utilization
Inventory Accuracy
Parts Consumption Efficiency
Service Productivity
Financial Metrics
Territory Profitability
Operational Cost Management
Budget Compliance
Revenue Growth Support
People Metrics
Team Engagement
Employee Development Plans Completion
Staff Retention
Safety Compliance
Qualifications
Education
Bachelor's Degree in any related field (Engineering, Information Technology, Computer Science, Business Administration degree is preferred).
Postgraduate qualifications are advantageous.
Professional Certifications (Preferred)
Project Management Certification
Service Management Certifications
Experience
Minimum 5 years of experience in service delivery, banking technology, ATM operations, or field service management including 2 years in a supervisory capacity.
Proven experience managing geographically dispersed technical teams.
Experience working with banking customers and financial institutions.
Strong knowledge of ATM hardware, software, and service operations.
Experience managing third-party vendors and subcontractors.
Technical Competencies
ATM Managed Services
Electronic Banking Infrastructure
Service Operations Management
Incident & Problem Management
SLA/KPI Management
Financial Management and Budgeting
Data Analysis and Reporting
MS Office Suite and Service Management Tools
Behavioral Competencies
Leadership
Strategic Thinking
Team Development
Performance Management
Change Leadership
Customer Focus
Relationship Management
Customer Advocacy
Stakeholder Engagement
Business Acumen
Commercial Awareness
Financial Discipline
Risk Management
Personal Effectiveness
Strong Communication Skills
Problem Solving
Decision Making
Resilience Under Pressure
Organizational Agility
Strong Attention to detail
Travel Requirements
Frequent travel within Ghana.
Occasional international travel within the NCR Atleos Africa region as required.
Availability to support critical customer escalations outside normal working hours.
#LI-GA1
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.
