Job Purpose:

• The primary role includes, ensuring Compliance with SOPs and effective interaction and coordination with QCB and internal units as per business requirements. The supervisory checking of processes under the job holder’s purview include:
• Daily management of centralized cash vault operations and ATM replenishments for the bank and ensure strict compliance with regulatory requirements, SOPs and any other instructions from senior management with accuracy and satisfactory completion of all operational and administrative tasks
• Monitor the ATM service performance & suggest improvements including the downtimes and ensure necessary actions taken to minimize/eliminate the service interruptions
• Reviewing daily incident calls logged by NOC relate to ATM (Automatic Teller Machines), SCP (Self Cheque book Printing Machines and ICP (Instant Card Printing Machines) and collaborate with Cards-IT, NOC, NCR & other vendors for performance improvement and enhanced client experience

Key Accountabilities:

• Prompt escalation of errors to the attention of appropriate management levels, where applicable and wherever possible find solutions to obstacles by analysing alternatives and focusing on relevant data
• Provide proactive support to staff to carry out day to day activities without any interruptions by ensuring system access, training on product knowledge, policy changes audit findings have been granted / knowledge imparted/communicated.
• In depth analysis on the behaviour of the ATM/SCP/ICP failures.
• Review the disputes on each ATM and identify the root cause of the incidents and resolve the same with Vendor.
• Identify the root cause of the failure /dispute and work along with Cards-IT, NOC, NCR & respective vendors for resolution.
• Identify and Analyse repeated failures and work on the root cause and the fix of the issues.
• Reviewing all SCP/ATM/ICP related failures and strive towards better service of the machines and improve the uptime.
• Ensure volume forecasting analysis is performed monthly to enable capacity planning
• Ensure the compliance with the internal & regulatory policies.
• Manage the activities staff engaged in receiving and paying out money and keeping records of cash movements in order to facilitate timely and error-free delivery of service
• Ensure proper cash vault opening and closing procedures are followed at the start and end of the day in line with the defined policies and procedures.
• Ensure the Cash balances are reconciled on daily basis as per SOP and compliance/ regulatory guidance
• Report identified process failures or system failures or cash excess or cash shortages to the Head of Retail Operations along with the Ops Risk and Incident Management team.
• Review departmental MIS and reports / dashboards to ensure staff performance and productivity is optimized and necessary feedback is provided to staff (as required).
• Ensure compliance to all relevant security, safety and environmental management procedures and controls of staff working in Central Cash Vault.
• Ensure all periodic changes / directions advised by Management / Regulatory / Audit / Compliance are implemented and followed with necessary documentation
• Manage the OPEX budgets allocated to Cash Services to ensure overall cost is managed within the approved budget.
• Manage Internal & External stake holders including Regulatory Authority (QCB) on queries & escalations
• Support in any other tasks assigned by the Head of Retail Operations.

Key Competencies:

• Analytical skills with Process Re-engineering
• KPI planning and performance management
• Operational Cost Management
• Internal customer management
• Proficiency in written and spoken English
• Knowledge of various Banking Operations system and processes
• Team management skills and ability to interact with internal and external stakeholders

Required Qualifications:

Bachelor degree in Engineering

Required Experience:

Minimum 10+ years of experience (Banking knowledge is preferred)

At least 5+ years of experience as a Supervisor / Team Manager