Territory 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. 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.

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. <