Oversee a Bank Financial HUB that includes off-site and branch ATMs, Cash and Cheque Deposit Machines (CCDMs), and units handling cash and prepaid products. Ensure compliance with Central Bank guidelines and mitigate control risks effectively
Manage the bank's cash vendor for cash-related tasks and first-line maintenance. Aim for high efficiency by eliminating redundant processes, improving quality by reducing errors, and enhancing customer benefits through faster turnaround times achieved via innovation, automation, and effective downtime monitoring
Handling customer complaints related to ATM issues and ensuring a high level of service
Ensuring that ATMs are properly stocked with cash and managing cash replenishment schedules
Leading the team and support staff to maintain and improve ATM operations
Key Result Areas
Ensure regular cash replenishment for off-site ATMs, aiming for high withdrawal rates and optimal cash use
Oversee cash vendors for efficient ATM cash supply, including emergency and priority replenishments. Manage vendor payments and resolve service issues promptly
Keep the unit's systems and procedures updated, suggest improvements, and request system changes to boost productivity
Review and improve forecasting for ATM cash needs
Handle Management Information System (MIS) tasks for all ATM and CCDM General Ledgers (GLs)
Monitor and settle ATM disputes, balance accounts, and reconcile transactions daily, weekly, and monthly
Review GL shortages and excesses regularly, ensuring outstanding entries are settled and reported to senior management
Manage high-value customer issues and disputes through the Customer Relationship Management (CRM) system
Make decisions on ATM shortages/excesses, depositories, GL balancing, and new installations
Ensure all non-financial activities comply with policies and procedures, aiming for high audit ratings and customer satisfaction
Review and authorize monthly vendor payments
Provide coaching and feedback to the team, tailored to various disciplines
Ensure compliance with bank regulations and provide adequate training for staff to perform tasks error-free and within expected turnaround times
Maintain staff productivity records and strive to improve individual and unit productivity. Ensure job rotation and training for staff development and career growth
Foster a cooperative atmosphere and team spirit among staff
Ensure the unit achieves satisfactory internal and external audit ratings
Regularly review and update standard operating procedures and maintain change documents
Ensure transactions are processed according to the unit's SLA with minimal errors. Manage monthly reporting for MER, KRI, RCSA, and reconciliation within deadlines
Generate new ideas and ensure annual targets for digitization, productivity, and process automation are met
Operating Environment, Framework and Boundaries, Working Relationships
Adhering to Central Bank guidelines and other regulatory standards
Following standard operating procedures (SOPs) for ATM maintenance, cash replenishment, and dispute resolution
Interaction with RBG/CBG/FID/Treasury/OCRM/Audit & Product Managers to develop procedures, processes and systems
Problem Solving
Ensure the business group meets its commitments to customers within the required control environment
Work with customers and branches to find solutions for ATM and CCDM disputes or incorrect debits
Resolve all queries and deficiencies related to processes, central bank inquiries, and customer requests in compliance with bank and central bank procedures and guidelines for ATMs and CCDMs
Decision Making Authority & Responsibility
Identifying and implementing process improvements to enhance efficiency and reduce costs
Leading and developing a team responsible for cash management operations
Ensuring all operations adhere to regulatory standards and internal policies
Analyzing financial data to identify trends and optimize cash management strategies
Conduct regular vendor visits to ensure compliance with service agreements, assess performance, and discuss improvements
Handle customer complaints related to ATM functionality and implement strategies to improve service efficiency
Knowledge, Skills And Experience
Graduate degree with 10 years of ATM & Banking Reconciliation experience
Thorough knowledge of ATM & CCDM operations
Interpersonal skills with good decision making and communication skills
Multi-tasking capabilities
Client communication and management, People Management skills
Strong knowledge of MS Office tools, MIS reporting and analysis
Ability to meet stringent client deliverables, effective presentation skills
Effective decision-making power & conflict handling.
