Senior Executive, Self Service Terminal Support

KEY RESPONSIBILITIES

• Ensure SST uptime and services are met as per KPI.
• Provide 2nd level support and follow up with SST vendor and business users.
• Execute projects assigned to ensure completion within a given timeline.
• Provide feedback on new policies, processes and procedures to meet the changing operations needs, increase complexities in customers’ demand and ever-changing market situation.
• Liaise with vendors/outsourced vendors on complex services, vendors/outsourcing contracts and Service Level Agreement (SLA) to ensure quality deliverables and services.
• Vendor performance management to ensure vendors performing as per SLA. Conduct periodic performance reviews to ensure top performance as expected.
• Provide weekly/monthly/quarterly/yearly/periodic reports within the required turnaround time.
• Ensure reporting is done accurately.
• Support the testing of new products or system enhancement as and when required.
• Ensure proper closure on unresolved incidents and resolution.
• Process quotations, invoices and purchase request until successful good/services received and payment is made.
• Manage SST inventory and maintenance, including installation, removal and replacement of SSTs, and supervising the activities remotely and/or on site.
• Monitor ATM Low Cash and Out Of Cash and ensure sufficient cash in SSTs.
• Provide Electronic Journals as and when requested by branches.

EXPERIENCE/KNOWLEDGE REQUIRED

• Degree or similar professional certificate from any discipline.
• At least 2 years’ experience in managing Self Service Terminal Centre.
• Have exposure in providing training/briefing.
• Committed and willingness to learn.
• Ability to organize and prioritize multiple tasks assigned to meet tight dateline.