Information TechnologyFull-TimeSenior-level(6+ yrs)
Job Description
The Channel Support Manager for ATM/CDM is responsible for managing and optimizing the ATM and CDM channels to ensure efficient operations, increased transaction volumes, and enhanced customer satisfaction. This role involves strategic planning, operational oversight, and working closely with vendors, service providers, and internal teams to ensure the smooth functioning and profitability of the bank's self-service network.
Responsibilities
ATM Operations Management
Oversee the daily operations of the bank’s ATM network, ensuring that machines are functional, secure, and optimally located.
Monitor ATM uptime and work closely with service providers to minimize downtime and resolve technical issues promptly.
Ensure ATMs are well-stocked with cash and supplies, coordinating with cash management teams.
Develop and implement a comprehensive maintenance schedule to ensure ATMs are always operational and adhere to service-level agreements (SLAs).
Channel Strategy and Development
Develop and execute the bank's ATM channel strategy, including identifying opportunities for expansion, upgrading technology, and improving customer service.
Analyze market trends and customer behavior to optimize ATM locations and functionalities.
Evaluate the performance of the ATM network and provide regular reports and recommendations to senior management.
Collaborate with marketing teams to promote the use of ATMs and increase transaction volumes.
Vendor and Stakeholder Management
Manage relationships with ATM service providers, manufacturers, and cash logistics partners to ensure compliance with SLAs and quality standards.
Negotiate contracts with vendors and ensure cost-effective solutions for ATM hardware, software, and maintenance services.
Work with IT and security teams to ensure ATMs meet regulatory standards and are equipped with the latest security features such as anti-skimming technology and encryption.
Compliance and Risk Management
Ensure the ATM channel complies with regulatory requirements, including data privacy laws and anti-money laundering (AML) regulations.
Implement risk mitigation strategies to minimize fraud, theft, and other operational risks.
Ensure all ATMs adhere to security protocols, including regular inspections, software updates, and compliance with EMV and PCI DSS standards.
Customer Experience and Support
Continuously improve the customer experience by enhancing ATM usability, reducing transaction times, and addressing customer pain points.
Work with customer service teams to resolve ATM-related customer complaints and ensure prompt issue resolution.
Monitor customer feedback and transaction patterns to make improvements to the ATM channel.
Key Performance Indicators (KPIs)
ATM uptime and service availability (target: 99%).
Transaction volume growth.
Customer satisfaction metrics.
Reduction in operational and security issues.
Compliance with regulatory standards.
ATM network profitability.
Qualifications
Education: Bachelor’s degree in Information Technology or a related field is preferred. Alternatively, a Diploma with 10+ years of extensive ATM experience will be considered.
Experience:
Proven experience working with ATM software and hardware vendors.
