Summary
Date Posted: Monday, February 10 2025, Base Salary: Not Disclosed

JOB DETAILS:
The role is responsible for coordination and consistent ATM performance Monitoring, and facilitating efficient resolution of problems on ATMs by interfacing with Information Technology, ATM support vendors and all other relevant support functions. To be available during working hours at the designated helpdesk and provide support to the vendors for all Bank ATMs.
To provide support to other functions/departments on various ATM needs that would result in improvement of ATM touch point and overall customer experience through the use of this channel.
To ensure payment processing to vendors is done as per Service Level Agreements (SLA) considering all amounts due to the Bank.
To monitor SLA performance through the prescribed and agreed methodology with results to be recorded at every review meeting. Further, agree on actions required, punitive and/ or performance- related measures to be agreed.
Under the supervision of the ATM Operations Specialist, the following are among the Job Key

Responsibilities:

ATM Monitoring:
• Monitoring the availability of services of all ATMs on the Bank’s network using appropriate tools/systems
• Ensuring that the performance of all ATMs on the bank’s network are meeting the agreed targets
• Ensuring that all complex incidents on ATMs are resolved effectively and efficiently to minimize ATM down time
• Ensuring that unresolved incidents on ATMs are appropriately escalated and followed through for resolution.
• Monitoring ATM cash levels and notifying ATM custodians to ensure that ATMs are replenished timely
• Ensuring that SMS and email alerts regarding ATM operations and services are being sent efficiently
• Liaising with all support functions, vendors, and service providers to ensure speedy resolution of ATM faults
• Providing support to ATM custodians to ensure that minor ATM issues are resolved within the agreed Service Level Agreement
• Extracting various ATM reports for or relating to availability, cash outs and faults
Vendor/IT Engagement
• Engage with the technical support teams on any matters related to ATM availability and performance.
• Engagement and implementation of agreed Service Level Agreements (SLA) availability for ATM availability
• Conduct critical analysis and follow ups on all logged issues to the ATM 2nd line support vendors and Information Technology.
• Conduct and support ATM configuration and support.
• Day to day engagements with vendors of ATMs and the ATM Monitoring Tool.
• Support all ATM related incidents and ensuring that problem resolution for issues logged with IT and 2nd line support vendors are promptly done.
• Support for projects related to ATM platforms
• Coordination and support of ATM related audits in relation to current processes, policies and procedures in order to improve efficiency and compliance to governing policies.

INTERNAL/EXTERNAL CONTACT
• External: Vendors, Service Providers
• Internal: All internal Business Units
Requirements

QUALIFICATIONS AND EXPERIENCE
• Grade 12 Certificate with Credit or above mandatory in Mathematics and English and any other three subjects
• Bachelor’s Degree in a related field
• IT related qualification will be an added advantage
• Zambia Qualifications Authority (Zaqa) Verification Certificate for Tertiary Qualifications
• At least four (4) years professional experience in banking
• Good communications skills

JOB CORE COMPETENCIES
• Attention to detail
• Analytical thinking
• Interpersonal Skills
• Delighting Customers/Customer service orientation
• Accountability
• Drive for results
• Problem solving
• Teamwork

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job application procedure

Interested and qualified, Click here to apply.


All Jobs

QUICK ALERT SUBSCRIPTION