Job Description

Description:

1 Job Title:
Manager, ATM & Cash Management Ops Department
Retail Banking Operations- CCAM Ops
Direct Supervisor
Head of Onboarding & Servicing
2 Job Purpose
- 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






4 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
5 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
6 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
7 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
8 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.

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