MEA FSC Manager

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.

Role Overview

The MEA FSC Manager is responsible for leading and managing day‑to‑day field support operations across assigned region(s) and team(s). The role ensures operational excellence, customer satisfaction, and compliance with service delivery standards while adapting global processes to meet local business needs.

Key Responsibilities

Operational Leadership

• Manage daily operations for assigned region(s)/team(s), ensuring effective service delivery and a strong understanding of customer requirements and the organization's strategic role in the global marketplace.
• Adapt global processes to meet local operational needs.
  
  

Process Improvement

• Review and analyze support operations using KPIs, account reviews, and customer feedback to identify and drive process improvements.
  
  

Stakeholder & Customer Engagement

• Build and maintain strong relationships with customers, internal teams, and cross‑functional partners to identify opportunities, gather market intelligence, resolve questions, and support business growth.
  
  

Issue & Escalation Management

• Demonstrate a high sense of urgency in reactive support situations.
• Proactively manage escalations, operational issues, and customer communications to resolution.
  
  

Resource & SLA Management

• Ensure appropriate staffing levels and oversee service delivery aligned with established SLAs.
  
  

Financial Management

• Oversee operations within approved financial and budgetary parameters.
  
  

Performance Management

• Track and manage performance of Service Planners to ensure alignment with service excellence and operational goals.
  
  

Regional Support

• Provide operational and managerial support across the MEA region, ensuring consistency and alignment with strategic objectives.
  
  

Other Duties

• Perform additional responsibilities and tasks aligned with the role's scope and qualifications, as assigned by the employer.
  
  

Job Requirements

Education & Experience

• Bachelor's degree in Business Administration, Engineering, Operations Management, or a related field.
• 8+ years of experience in service operations, field support, or a similar operational leadership role.
• Experience managing cross‑regional teams is strongly preferred.
• Proven track record in process optimization and service delivery management.
  
  

Technical & Professional Skills

• Strong understanding of field service operations, SLAs, and support workflows.
• Proficiency in analyzing operational KPIs and using data to drive decision‑making.
• Solid knowledge of escalation management and incident handling.
• Ability to adapt global processes into effective regional/local solutions.
  
  

Leadership & Soft Skills

• Strong leadership and team‑management capabilities.
• Excellent communication and stakeholder‑management skills.
• Ability to work under pressure, prioritize effectively, and manage multiple concurrent issues.
• High sense of urgency and proactive problem‑solving mindset.
• Customer‑focused approach with commitment to service excellence.
  
  

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.