Atm Channel Management Officer

Descrizione del lavoro:

The ATM Channel Management Officer manages and optimizes the performance of the ATM channel by ensuring operational excellence, regulatory compliance, and customer satisfaction. The role involves overseeing ATM deployment, monitoring usage and availability, coordinating with internal and external partners, and supporting strategic initiatives that enhance the ATM network's profitability and service quality

Responsibilities

Performance and Expense Management

* Analyzes ATM transaction and performance data to identify trends, usage patterns, and profitability
* Prepares and presents regular reports to management for decision-making and strategic planning
* Ensures accuracy of financial inputs related to ATM operations for budgeting and forecasting
* Monitors ATM performance metrics including uptime, transaction volumes, and service availability
* Liaises with third-party vendors for maintenance requests, technical support and incident management reporting
* Estimates the expense of the channel to ensure a flat to minimal change in the operating expense

Knowing Customers

* Determines the ATM user market by doing market surveys, customer feedback surveys and by doing analysis on quantitative BPI transaction data, among others, to help define relevant ATM functionalities and customer's expectations for BPI and outsourced managed ATMs
* Aids in users with training, education, tutorials, and orientation that will be able to help them utilize the channel with ease
* Handles customer complaints and service issues related to ATM transactions, ensuring timely resolution within SLA
* Analyzes complaint trends and recommends service improvements

Channel Compliance

* Ensures ATM operations comply with internal policies and regulatory requirements (e.g., BSP guidelines)
* Ensures that the BPI and outsourced managed ATMs have the necessary ATM security tips, complete set of decals and confidential data are masked in BPI ATM receipt as guided by the compliance matrix to comply with BSP regulations

Channel Management

* Oversees system administration functions as applicable and as documented in the system access rights to provide necessary support to channel related systems
* Handles customer complaints and service issues related to ATM transactions, ensuring timely resolution within SLA
* Analyzes complaint trends and recommends service improvements
* Collaborates with Channel Dev team in the creation of necessary risk assessment to identify risk, determine necessary controls, and if existing control measures are adequate or needs to be adjusted
* Handles the business continuity plan of the division to continuously provide service to clients during calamities, disasters and other events that might affect business operations

People Management

* Provides training and overview sessions to all trainees enrolled in programs supported by BPI to provide the trainees with basic ATM information that can aid them with their functions.

Financial Responsibility

* Tracks and monitors operational expenses related to ATM deployment, maintenance, cash replenishment, and vendor services
* Supports initiatives to maintain cost efficiency and reduce unnecessary spending
* Assists in analyzing ATM usage and transaction data to assess profitability of individual machines and locations
* Provides input for decisions on ATM retention, relocation, or retirement based on financial performance

Qualifications

* Must be a Bachelor's Degree holder of any Business-related course
* Must have experience in ATM Channel business, Project Management, Product or Channel Management
* Must have proficiency in MS Office Applications
* Must have good documentation skills, data analytics skills, organizational Skills and good supervisory skills
* Must have proficiency in oral and written communication skills

Work Set-up: Hybrid