Job Purpose
- To monitor, coordinate and drive resolution of ATM (automatic teller machine) and CDM (cash deposit machine) incidents in order to ensure device availability and functionality in line with service Level agreements.
• To implement all ATM and CDM commercialization activities (e.g., placement or de-commissioning of devices; ensuring that the latest security coverage is in place, etc.).
Key Responsibilities/Accountabilities
- Monitors CDM/ATM Service availability and liaises with internal and external stakeholders to resolve any incidents in order to achieve customer satisfaction, device uptime, digital migration and commercial targets.
- Monitors device uptime and availability by using Aptra Vision, Sparrow, Custodian tool and Finacle to ensure that all physical devices are in operation.
- Liaises with Cash in Transit (CIT) companies (SBV) on matters related to device uptime and advises which remote devices require attention.
Liaises with CIT, Branch Custodians, IT Channels, IT Infrastructure, GRES, CMU, Third Party maintenance teams and Physical Security on device issues and incidents where such issues are impacting availability. - Ensures that CIT collects and delivers retained cards to respective branches daily and copies properly filed – reconciles the file shared by SBV with the report from the system of the number of cards collected.
- Provides input into device processes.
- Develops and reviews test cases for testing of new CDM/ATM services or changes to existing functionality.
- Participates in testing activities for roll out of changes that have impact on CDM and ATM channels.
Provides CDM/ATM stationery for SBV serviced CDMs/ATMs. - Coordinates the purchasing and loading of electricity units for all CDMs/ATMs. The ATM units are purchased by Operations department and units are send to the jobholder who submits the units to SBV to load. Requests SBV to share each ATM units balance to check the units usage.
- Provides guidance on CDM/ATM services and processes to branch CDM/ATM custodians and physical security teams to maintain high CDM/ATM uptimes.
- Provides training to ATM Custodians on how to balance and reconcile the ATMs, cash replenishment processes and first-level maintenance support.
- Assists in investigation of ATM/CDM cash discrepancies
- Resolves customer queries (received through e-mails, telephone, etc.) relating to CDM/ATM services and device availability and performance within specified service requirements and timelines.
- Makes recommendations to address underperforming ATMs and CDMs and suggests possible opportunities to placement team for relocation.
- Provides input into the drafting of service agreements in line with the laid down procurement processes.
- Provides input in designing enhancements to the existing CDM products and services, with a keen focus on process optimization and digitization.
- Provides standard reports to the manager as input into his overall reporting.
- Logs incident reports with IT Helpdesk, CIT companies and other related stakeholders for timely resolution. Tracks and monitors resolution in order to prevent repeat incidents.
- Performs the CDM Management tool reporting daily and distributes to all relevant parties.
- Produces daily, weekly and monthly device performance reports and ad hoc reports and shares with relevant stakeholders.
- Liaises with GRES to ensure that CDM/ATM Centres are allocated with uninterrupted power supplies (UPS) units to avoid CDM/CDM downtime.
Conducts CDMs quarterly and ad hoc inspections. - Participates in meetings and discussions as needed during the project lifecycle, by providing input where required.
- Provides ongoing post implementation support and solution handover to business through regular visits and engagements with business units and branch staff to fully use digital products in order assist customers accordingly.
- Ensures overall CDM and ATM channel audit readiness (e.g., through periodical site visits to ATMs, ensures that all ATMs have front and inside room cameras). Liaises with Physical Security office to ensure that all ATM cameras are recording in line with Central Bank Requirements.
- Participates and provides input during pricing, revenue and transaction volume targets setting for CDM/ATM based on their own observations.
- Provides input on how to grow CDMs and ATMs revenues.
- Actively participates in initiatives meant to increase adoption and utilization of CDMs/ATMs.
Preferred Qualification and Experience
- Degree Business Commerce IT Degree or equivalent
- 3-4 years banking experience.
- Appreciation and familiarity to ATM services and processes
- Exposure to branch banking environment, project and stakeholder management.
- Knowledge of the ATM and CDM end-to-end operations value chain
- Industry knowledge of ATM and CDM (i.e. tactical insight into the broader Bank’s strategy and objectives).
- Driving Licence and willing to travel
- Computer literate
Knowledge/Technical Skills/Expertise
- Required to follow laid-down policies and procedures at all times.
- Ability to resolve diverse problems in the area
- Planning is generally on a daily, weekly and monthly basis.
- Able to take initiative within limits of authority
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