Escalation Manager

PAI offers ATM portfolio management services second to none. Our mission is to make the management of ATMs easy and efficient, and by extension, the access to cash for consumers reliable and within an arm’s reach. PAI delivers tools and services for ATM portfolio owners & operators—retailers, financial institutions, and independent operators/ISOs. The combination of our proprietary portfolio management tools with the services of our Vantage business delivers value in the form of increased performance at significantly lower unit costs.

Job Title

Job Description

GENERAL SUMMARY: 

We’re seeking an experienced and driven Escalation Performance Manager to lead our ATM Performance Team and ensure peak operational performance across our ATM network. In this critical role, you'll take ownership of high-impact escalations, lead a dedicated team, manage vendor relationships, and drive improvements in service delivery and ATM uptime.

This is a dynamic leadership position ideal for someone with a strong background in operations management, service delivery, and escalations—particularly in a high-volume, SLA-driven environment.

ESSENTIAL DUTIES AND TASKS:

• Maximizing ATM transactions/uptime:
  • Thru monitoring
  • Identify and resolve issues that affect ATM Performance
• On a monthly basis, ensure all National Accounts, Financial Institutions, and VTS Managed Service ATMs are meeting/exceeding their contractual SLA.
• Ensure service providers, internal and external, are providing timely service within the agreed SLA’s.
• Direct the day-to-day activities of the Performance Team responsible for dispatching and working service tickets.
• Serve as the escalation point for ATM service issues, ensuring swift and effective resolution.
• Handle escalated calls/emails.
• Ensure workflows/dispatches initiated by the Performance Team are completed in a timely manner for invoicing.
• Develop and manage call tickets, workflows, and other reports within PAI Reports that are associated with VTS loaded accounts.
• Staffing to support 365 day a year coverage.
• Manage team performance to attain highest levels of customer satisfaction.
• Establish and ensure that all training related materials are maintained, available and up-to-date.
• Ensure team completes mandatory annual compliance training.
• Interview, hire and train new Performance Specialists.  Develop and coach team members.
• Establish and maintain relationships with 3rd party vendors.
• Be a subject matter expert on products and services that PAI delivers.
• Work with PAI’s Development Team to maintain and improve dispatching/monitoring functions.
• Perform related duties as business needs present themselves, within your scope of practice.

KNOWLEDGE, SKILLS & ABILITIES:

The competencies required for success in the Performance Manager role include:

• Approachability: Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Developing Direct Reports & Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Directing Others: Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.
• Hiring & Staffing: Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles talented staffs.
• Motivating Others: Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.
• Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

MINIMUM QUALIFICATIONS:

• High School diploma required
• College Degree preferred
• 5+ years of previous ATM experience preferred
• Previous Supervisor/Manager or trainers experience a plus
• Travel required

COMPUTER / APPLICATIONS SKILLS:

• Microsoft office suite; specifically Outlook, Word and Excel
• Ability to learn new software programs
• Knowledge expert with PAIReports

WORKING CONDITIONS:

This work is performed in a business office setting.   The working environment in the call center can be distracting due to noise.  

Must be able to see, hear, speak and listen.  Must be an excellent listener.  Daily contact with management and with coworkers.  Work can be stressful and requires a calm, patient demeanor.  Lifting of 10 pounds or less, which can be accommodated.

About PAI

Every employee in our organization has a specific role to play in the delivery of services to our customers and we empower our employees to do what it takes to meet the needs of the customer. Employees have the opportunity to work on a variety of projects and teams, including newly developing products and services, and be at the forefront of the industry. Working at PAI includes having meaningful work, a talented group of peers to partner with and learn from, and a culture that supports development, growth and a bit of fun!
 

What’s Next? 

Thank you for considering PAI, a subsidiary of Brink's, as your next employer. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at PAI. Like our Facebook and Instagram page or follow us on Twitter.

PAI/Brink’s is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information or history or any other characteristic protected by law. PAI/Brink’s is also committed to providing a drug free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.