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ATM Channel - Operations and Support
.Job PurposeJob Purpose: Optimize ATM / ITM network performance and handle any issues that affect network availability such as, technical issues, cash position, and coordinate internally and externally to improve machines performance and security. Job AccountabilitiesOperational Support- Monitoring a network of 300+ ATMs with- Oversee the migration of all ATMs / ITMs to our NEW internal network switch- Manage the NEW switch related operation tasks- Monitor and ensure NEW NCR incident management system (related to ATM/ITM critical and non-critical tickets) is adhering to SLA- Manage multiple Cash in Transit Companies (CIT) and ensure they are adhering to SLA to guarantee ATMs are replenished and serviced on time- Ensure NCR is adhering to SLA related to the new &ldquomanaged services" as per agreement- Ongoing test of newly added services and ensure smooth roll-out- Create CRs and NRs for TID creation and overlook the deployment / removal, machine preparation, branding and marketing materials- Communicate any new installation/ removal to all stake holders such as (Knet, CPD, CPU, Security, Cash unit, etc.) and manage related activities.- Prepare periodic reports (Daily, Weekly and Monthly) for management regarding the utilization and performance of the ATM/ITM network- Evaluating the performance of ATMs/ ITMs, operational services and recommending upgrades and maintenance accordingly- Monitoring critical tickets maintenance dispatch & any network related tasksVender Management- Manage the invoices received from vendor and service provider.- Reconcile monthly Channel GLs and resolve any discrepanciesDevelopment and new initiative- Monitor competition as well as GB market share in terms of # of ATMs/ITMs and number/value of transactions and keep the bank aware of emerging technologies- Research, analyze, and recommend enhancements to improve performance, or to troubleshoot operational or system problems- Works closely with various internal and external stakeholders to launch any new or improved services or software / hardware upgradesSecurity- Manage ATM/ |ITMs physical check to adhere to CBK requirements- Support and maintain NCR application (EPO, RBU, SPS alerts , BIOS)Generic accountabilities- Communicate operational procedures.- Identifying and tracking key performance indicators (KPI's)- Work on incoming projects / tasks upon assigned by managementCorporate Governance and compliance:- Work fully within risk policies and procedures and all compliance regulationsJob Dimensions:Reduce the Downtime of ATMs NetworkAssure Availability of All ATMs NetworkImprove ATM security of All ATMs NetworkImprove service excellence provided via ATM network.Increase the number of transactions on GBK&rsquos as per the business requirementKey Performance IndicatorsCustomer SatisfactionStaff developed and trainedStaff understand job requirements and proceduresCompliance with all operational procedures and instructions, risk policies and all other role or department specific procedures and regulatory requirements.Education / Qualifications: Bachelors degree or Equivalent experience Knowledge: Good knowledge in the ATM field/Consumer Banking Products and Customer segments.Analysis of all Sales related activitiesExperience: 6+ years of experience in bankingGeneric & Specific Skills: Preferably Bilingual (Arabic & English)Analytical thinking and reasoning skillsPresentation SkillsConceptual thinking