Lead and manage the ATM Operations team to achieve agreed SLA deliverables to Business stakeholders. The scope includes deployments, cash replenishment scheduling, maintenance management, monitoring, contract administration, 3rd party vendor management and dispute investigations and resolution.

• Ensure an effective and harmonious operations team by providing effective leadership, counselling, coaching and mentoring of team members.
• Engage with internal and external stakeholders to ensure alignment of operations with business requirements.
• Ensure agreed performance SLAs are delivered through the timely and accurate execution of operational processes.
  • Network uptime measured by % downtime generated by controllable performance factors. e.g. Cash Outs, Cash jams, card captures, etc.
  • Customer dispute resolution to SLA.
• Drive continuous improvement by developing, for approval, and implementing process improvements initiatives that will support business growth and enhance customer satisfaction.
• Develop and implement initiatives to increase productivity and reduce operational costs.
• Maintain an effective Standard Operating Procedures (SOPs) for ATM Operations to deliver performance compliance with internal and external regulations and policies.
  • Training of staff
  • Audit of compliance
  • Issue monitoring and tracking with root cause analysis and consequent process improvement initiatives.
  • Regular review to ensure applicability, effectiveness, and efficiency.
• Ensure compliance with all business and regulatory standards

• Graduate degree (preferably in logistics or banking)
• Good English (written and spoken)
• 5 years in an operational leadership role
• 2 years of ATM operational experience