ATM Channel - Operations and Support, Gulf Bank, Kuwait

 Job Purpose


Job Purpose: Optimize ATM / ITM network performance and handle any issues that affect network availability such as, technical issues, cash position, and coordinate internally and externally to improve machines performance and security.


Job Accountabilities


Operational Support

- Monitoring a network of 300+ ATMs with 


- Oversee the migration of all ATMs / ITMs to our NEW internal network switch


- Manage the NEW switch related operation tasks


- Monitor and ensure NEW NCR incident management system (related to ATM/ITM critical and non-critical tickets) is adhering to SLA


- Manage multiple Cash in Transit Companies (CIT) and ensure they are adhering to SLA to guarantee ATMs are replenished and serviced on time


- Ensure NCR is adhering to SLA related to the new “managed services” as per agreement


- Ongoing test of newly added services and ensure smooth roll-out


- Create CRs and NRs for TID creation and overlook the deployment / removal, machine preparation, branding and marketing materials


- Communicate any new installation/ removal to all stake holders such as (Knet, CPD, CPU, Security, Cash unit, etc.) and manage related activities.


- Prepare periodic reports (Daily, Weekly and Monthly) for management regarding the utilization and performance of the ATM/ITM network


- Evaluating the performance of ATMs/ ITMs, operational services and recommending upgrades and maintenance accordingly


- Monitoring critical tickets maintenance dispatch & any network related tasks


Vender Management

- Manage the invoices received from vendor and service provider.


- Reconcile monthly Channel GLs and resolve any discrepancies


Development and new initiative

- Monitor competition as well as GB market share in terms of # of ATMs/ITMs and number/value of transactions and keep the bank aware of emerging technologies


- Research, analyze, and recommend enhancements to improve performance, or to troubleshoot operational or system problems


- Works closely with various internal and external stakeholders to launch any new or improved services or software / hardware upgrades


Security

- Manage ATM/ |ITMs physical check to adhere to CBK requirements


- Support and maintain NCR application (EPO, RBU, SPS alerts , BIOS)


Generic accountabilities

- Communicate operational procedures.


- Identifying and tracking key performance indicators (KPI's)


- Work on incoming projects / tasks upon assigned by management


Corporate Governance and compliance:

- Work fully within risk policies and procedures and all compliance regulations


Job Dimensions:


Reduce the Downtime of ATMs Network

Assure Availability of All ATMs Network

Improve ATM security of All ATMs Network

Improve service excellence provided via ATM network.

Increase the number of transactions on GBK’s as per the business requirement

Key Performance Indicators


Customer Satisfaction

Staff developed and trained

Staff understand job requirements and procedures

Compliance with all operational procedures and instructions, risk policies and all other role or department specific procedures and regulatory requirements

 

Qualifications

 

.


Education / Qualifications:


Bachelors degree or Equivalent experience


Knowledge:


Good knowledge in the ATM field/Consumer Banking Products and Customer segments.


Analysis of all Sales related activities


Experience:


6+ years of experience in banking


Generic & Specific Skills:


Preferably Bilingual (Arabic & English)

Analytical thinking and reasoning skills

Presentation Skills

Conceptual thinking

 

Primary Location: Kuwait

Job: Mid Level Jobs

Organization: Channel & Distribution Support

 Full-time

 Day Job

Job Posting: Jun 27, 2022, 11:59:33 AM


https://gulfbank.taleo.net/careersection/ex/jobdetail.ftl?job=29332


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