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Operations Compliance Team Lead

3 months ago

Frisco, United States NCR Atleos Full time

The Data Integrity Team Lead/Operations is primarily responsible for overseeing the day-to-day work for a team of data entry specialists focused on the proper setup and implementation of ATM records. These Data Integrity Specialists manage the internal workflows that move new install requests through the company’s various setup processes. They ensure accurate data is utilized, appropriate departments receive and process requests according to contractual requirements and each step of the onboarding process is completed within the given deadlines. The company’s onboarding processes are a mix of highly technical tasks and ticket management, so the Team Lead must be able to work equally well with both technical and non-technical teams. One of the most important skills for this role will be the ability to effectively prioritize your workload and triage requests accordingly. Candidates must be able to understand the end to end process including how systems interface for successful setup of new customers.

This role is a great fit for candidates looking for a fast-paced environment with opportunities for supervisory experience as well as developing a strong operational skillset.


ESSENTIAL DUTIES AND RESPONSIBILITIES:


  • Assist employees and co-workers with questions and escalations daily.
  • Create, review, and provide to management performance reports for employees and ATMs as directed.
  • Identify areas of training and work with management to develop and deliver solutions.
  • Act as a liaison between IT, Account Managers and other NCR personnel to facilitate seamless terminal onboarding processes and keep processes current with ever changing business needs.
  • Communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the employee, internal customer, or senior level management.
  • Ability to work across departmental lines and build strong working relationships to find solutions.
  • Lead client implementation planning discussions, conference calls and meetings.
  • Develop, implement, and manage terminal onboarding workflows including changes, moves, and Bulkload activities. Ensuring the data is accurate across all applicable systems.
  • Be a subject matter expert of internal controls and procedures for the position’s area of responsibility.
  • Provides support and training for customer escalations on specific setup issues, including researching and responding to the Service Account Manager inquires.
  • Use personal judgement to solve problems, identify risks and address issues.
  • Analyze and research issues and resolve with a sense of urgency due to customer impact.
  • Identify and implement policies and procedures that ensure the data entered and updated into the multiple software databases that support NCR/Cardtronics is complete and correct.
  • Work with development teams to design, test and implement application enhancements needed to the department’s main applications.
  • Interpret executed contracts, agreements, and onboarding documentation to determine specific onboarding needs for each customer and terminal. Ensuring terms in the contract match terms entered to NCR/Cardtronics’ processing systems.
  • Ability to work in a fast-paced environment.
  • Ability to work multiple systems simultaneously.
  • Assume special projects as required by management.
  • Other duties may be assigned.



SYSTEMS INVOLVED:

  • Oracle
  • Device Manager
  • Doclink
  • ServiceNow
  • Quickbase
  • Microsoft Office Suite (Excel)
  • CardLink
  • CORE
  • Webtools/DAL.KC Back Office/Postilion



EDUCATION and/or EXPERIENCE:

  • Bachelors’ degree preferred; High School diploma or equivalent required.
  • Previous lead or supervisory experience a plus.
  • 2 – 4+ years of experience in either of the following areas: Product Onboarding, Implementation, Customer Success, Loan processing or Account Management Support/Administration preferred.
  • Must possess strong problem-solving skills.
  • Exceptional organizational and time management skills with great attention to detail.
  • Ability to quickly respond, prioritize and act amid multiple, conflicting demands.
  • Must have excellent communication skills, both written and oral.
  • Self-motivated and can work autonomously.
  • Ability to work well with others at all levels of the company.
  • Proficient in Microsoft Office applications, especially advanced functions of Excel.



This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.


All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.


This document does not create an employment contract, implied or otherwise.